Shield Security Systems

Dear [redacted] This letter is to follow up in regards to [redacted] complaint that he filed with the Revdex.com on June 20, in regards to his Brother PE Brother will fully stand behind the terms of the warranty that we offer for the PE Even if the unit was purchased as “Refurbish” model, this unit would still come with a (1) one year manufacture warranty from the date of purchase If we cannot resolve the issue over the phone, we would advise the customer that he would need to bring the product to one of our Authorize Service Centers (ASC) in his area for a no charge repair Unfortunately, Brother cannot dictate or interfere with dealer or retail store return policies and procedures of companies that sell our products We cannot offer [redacted] any type of reimbursement and can only refer him back to the place of purchase However, if still has the PEwe would stand behind the product with our manufacture warranty If you have any further questions or concerns I can be reached at [redacted] Sincerely, Mike F [redacted] Customer Relations Brother International

Dear [redacted] This letter is in response to your Revdex.com complaint that wasfiled on 9/1/with regards to your Brother [redacted] working with anoperating system of Windows We doapologize for any inconvenience that you might have been through I have confirmed with our office in Japanthat unfortunately, the [redacted] is not compatible with Windows We do not make or manufacture any Windowsdrivers for the [redacted] With regard to your request for a refund, please contact thestore where the product was purchased concerning their return or refundpoliciesBrother cannot interfere nor dictate refund or return policies ofretail stores; however we will fully stand behind the terms of the warrantythat came with your Brother unitPlease review your Warranty Statement forcomplete details As a good will gesture due to any miscommunication you mayhave received on your Brother product we would like to offer a set LCinkcartridges (Cyan, Black, Yellow Magenta) for your inconvenience Please follow up with me at [redacted] Monday through Friday from 9:00am to 5:pm EST toredeem this offer.Sincerely,Mike F*Executive OfficeBrother International

Dear Revdex.com, We attempted to reach out to [redacted] on 12/20/ Our rep left four follow up messages at 10:20am, 11:17am, 2:50pm and 5:36pm They also provided their direct line for [redacted] if he would like to call rep back so we can see what might be the problem he is experiencing with Brother [redacted] Sincerely, Mike FCustomer RelationsBrother International

Dear Revdex.com, This email is to follow up from a complaint that was filed under id# [redacted] and [redacted] This is regards to [redacted] request to be reimbursed $for a repair that was done on her machine We are sorry to hear about any problems that might have occurred The Brother CS6000i comes with a year manufacture warranty from the date of purchase If the customer is having an issue mechanically with the unit, she needs to take the machine and her proof purchase to one of our Authorized Service Centers in her area If the Authorized Service Center determines the unit has a mechanical issue and is within the year manufacture warranty Brother will cover the cost for both parts and labor If the its outside the year manufacture warranty, then the Authorized Service would charge the customer their going rate From the information [redacted] provided, it seems she is out of the year manufacture warranty, since she purchased the unit according to her information she provided on this complaint 10/2/ The manufacture warranty would have expired on 10/2/ This is why the customer was charged to have the unit serviced, since she was no longer under the manufacture warranty If you have any further questions please contact me Sincerely, Mike Customer Relations Executive Office Brother International [redacted]

Dear [redacted] , Brother will stand behind the product under our warranty terms and conditionsAs I mentioned before, I do need to arrange to have an in house technician contact you to see if we can resolve the issue If the problem cannot be resolved then we would issue to replace the machine with the same model I can be reached directly at [redacted] or at [redacted] We can discuss a time and day that you can be reached for my in house technician to contact youSincerely, [redacted] F [redacted] Customer Relations Executive Office Brother International

Complaint: [redacted] I am rejecting this response because: Offering me a new machine instead of a refurbished unit to replace the broken ones I've had is still unacceptableThe original I bought was new and one of my replacements I'm told was newIt obviously doesn't make a differenceOffering me extra ink as "a good will gesture" does very little, especially since I have stated (numerous times) that I have yet to run out of ink in any of the printersThey break long before I'm out.I'm not being unreasonable in asking for a different modelI don't care if it is an "upgrade" or notI just want a machine that has similar features that is not this particular modelI've given it three chances and I'm done Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because:MrF [redacted] You have not done your due diligence in this matter! What use is your offer of "a set of LCink cartridge" to me WHEN I CAN NOT INSTALL THE PRINTER???! Your brochures clearly state, "Supported Operating Systems: Windows 7® / Windows Vista® / Windows® XP Professional Systems (& bit editions) / XP Home Edition / Windows® Professional (SP4) /..." Do you see that, Windows 2000??? Don't try to spin it any other way, please! You can either come up with the drivers for Windows AS ADVERTISED, or issue a prepaid return label and a check for $for the return of the printer directly to BrotherOtherwise, I will file another complaint with the Attorney General for ADVERTISING! Regards, [redacted]

Dear Revdex.com, This customer resides in [redacted] We have asked Brother [redacted] to follow up with [redacted] on 1/10/17/ Sincerely, Mike F [redacted] Executive Office Brother International

Dear Revdex.com, I have spoken with [redacted] and determined that Brother did have some errors under the specifications for the [redacted] on our webpage We have since corrected these specifications errors to match what the [redacted] sewing machine can do I did offer to refund *** [redacted] money in full do to these errors, or credit her $extra for the purchase of the product, along with (3) three sets of genuine Brother sewing thread for the [redacted] that has a retail value of approx$ It was agreed upon that [redacted] would accept the $credit (which Brother is currently in the process of applying) I have also issued a set of three thread spools for each of the following colors: black, white, and red They should be delivered early next week If you have any further questions I can be reached at [redacted] Monday thru Friday from 9:00am to 5:pm EST Sincerely, [redacted] F [redacted] Customer Relations Brother International

Dear Revdex.com, I had an in-house technician attempt to reach out to [redacted] this morning (8/18/17) to see if we can resolve the problem between his Brother product and Mac computer The machine is compatible with Mac products so we do need to further troubleshoot the issue A voice message was left for the customer to contact us backSincerely, Mike Customer Relations Executive Office

Dear MsBania, This email is to follow up on Revdex.com complaint ID# [redacted] in regards to an issue you are having with the Brother PE-machineIn regards to your request for credit from a local Brother Authorized Dealer, that would be between you and the dealerSome dealers will offer a customer travalue towards a purchase of a new Brother machineHowever, our dealers are not required to do thisOur dealers are independent, from Brother The manufactured warranty is valid for (2) years from the date of purchase for Parts, Labor and accompanying Accessory ItemsYour current machine warranty has expiredHowever, If necessary, we can arrange to have unit picked up and serviced at our Brother Facility at no charge for a one time accommodationIf you have any further questions please contact me at [redacted] Monday- Friday from 9:00am to 5:00pm ESTSincerely,Mike F.Customer RelationsExecutive OfficeBrother InternationalTell us why here

Dear Revdex.com,A follow up email was sent to this customer this morning with some possible solution to help resolve this problem If these solutions do not resolve the problem, I adivsed we could arrange for a call back to help walk the customer through their issues.Sincerely,Mike FCustomer RelationsBrother International

Complaint: [redacted] I am rejecting this response because: I made an agreement with the seller of the machine They were very helpful and it was settled this morning 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 find that this resolution is satisfactory to meThank you for your consideration on this matter Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: We already replaced times this model.We ve wasted time and money.We dont want to use same model anymore.It gave us headache all the time .This model should be claim as a manufacturer defect.Why we replaced three times.This case indicated this model must be claim as manufacturer defectI want to upgrade another model Regards, [redacted]

Complaint: [redacted] I am rejecting this response because, it is an unsatisfactory option to meet my needs Tonight is a great example of my disgust with my Brother printer I have been attempting to scan documents in a pdfformat to submit to the Secretary of State for a business license since 10:pm, Eastern Time It is now 1:Am Eastern Time on 2/7/and I have been unable to get the printer to work properly I am urgent need of a home office printer I will be purchasing a new one later today I expect full cost of this printer, including monies incurred using printing companies services, while owning this Brothers printer, paid immediately to me by Brothers Internation The store, [redacted] where I purchased the printer, offers a day refund policy, onlyThe attached documents display a morsel of the frustrations I have encountered from approx10:pm, Eastern Time on 2/6/through 1:am, Eastern Time on 2/7/attempting to get the printer to scan a document in a PDF format to my laptop, to send to the Secretary of State I was never successful in doing so, again, causing me to rush out in the morning to a printing company I started capturing screen shots at am on 12/6/as seen as upload I have tractability documents throughout my attempt to get a PDF document scanned to my laptop Unfortunately, I am only able to upload attachments to this system Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I responded they keep sending me a link that does not work To download paperport The link does not work Regards, [redacted]

Dear Revdex.com, We have made contact with the customer on the 3/4/and confirmed the purchase We are replacing the missing accessories However, we have been trying to follow up with the customer further to have a better understanding of the broken piece that she has mentioned via phone messages We can provide her the necessary information to one of our Authorized Service Centers in her area if she needs to take the [redacted] machine there Sincerely, [redacted] F [redacted] Executive Office Brother International

Dear Revdex.com,We have tried to reach out to [redacted] on 12/4/to get some additional information from the Brother [redacted] in regards to this Revdex.com complaint There is a report that we will need to print out from the machine, which will tells us the page count and the percentage of toner being applied to the print outs Before we can issue any type of replacement toner cartridge, we will need this report to verify how the unit is operating Our agent left their contact information on the follow up call and we await to hear back from [redacted] so we can attempt to help resolve the problem.Sincerely, Executive OfficeBrother International

Dear [redacted] This letter is in response toyour Revdex.com complaint that was filed on April 27th,with regards to your MFC-J870DW and empty starter color inkcartridges The Brother website, [redacted] contains a great dealof useful information about the use of your Brother MFC machine, including muchof the information belowLike most ink jet printers, theamount of ink your Brother machine uses can vary depending on differentfactors, the first of which is what you printThe stated yield on Brother LCcolor ink cartridges is specified inaccordance with the international testing standard ISO/IEC The stated yield is based upon 5% pagecoverage as specified in ISO/IEC 24711, which is the standard by which mostcompanies measure their ink cartridge lifeOf course, if you print at more than 5% page coverage, you will be usingmore ink and thus the life of your ink cartridges may be less than the statedyield For example, a person whoprints photographs and complex graphics will use ink significantly faster thana person who normally prints text-only documents The approximate life cycle of a standardgenuine Brother black ink cartridge is approximately pages at 5% coverage,while genuine Brother color ink cartridges are approximately pages at 5%coverage The figures are based upon thefollowing assumptions: Continuous printing at a resolution of x dpi inmode after installing ink cartridges; the printing frequency; number of pages printed; periodic, automatic,print head assembly cleaning (Your machine will clean the print head assemblyperiodically This process will use asmall amount of ink): and, ink remaining in cartridge identified as “empty” (Itis necessary to leave a small amount of ink in the ink cartridge to prevent airfrom drying and damaging the print head assembly)Another factor is the number oftimes your machine needs to clean the print head nozzles Whether you are printing in color a greatdeal or very little, the Brother machine must clean all the nozzles on theprint head regularly to achieve optimum print quality Your Brother machine uses a small amount ofink each time it performs its routine cleaningThis is why even minimal use of the color cartridges causes a gradualdepletion of ink If you do not use yourcolor ink, it will dry in the ink jets and ultimately cause poor printquality In order to keep the printquality at its best, the machine will continue to clean the nozzles asneeded This process is common to mostinkjet machinesYet another factor that may affect your print yield pertains tousing a color machine as a PC printerSince Brother inkjet machines offer full-color printing, the defaultsetting of the print driver is “Color”As a result, the ink colors are mixed in the appropriate amounts toproduce the selected color Even adocument containing nothing but black text will combine all colors to produceblack print Changing your printing preferencesfrom “Color” to “Mono” or “Grayscale” when printing documents with only blacktext or images will allow the machine to use only the black cartridge whenprinting the color black, and will help avoid unnecessary color inkconsumptionYour 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 emptyThis is to ensure the long life of the print head and maintain premiumprint quality Please understand if theunit was to continue printing, print jobs and cleaning cycles would suction airfrom the dry cartridge and damage the print head Even if you print black only or changed theprint settings to “Mono” or “Grayscale” to avoid printing in color, the programmedcleaning cycles would still suction the dry cartridge, because they areprogrammed to clean all the ink nozzlesThe only way to continue printing isto replace the empty ink cartridge or cartridgesBrother does manufacture printers that strictly print in black andwhite These machines use a technologycalled Monochrome laser Instead of ink,they function with toner cartridges which are a powdery substanceIf you areinterested in Monochrome laser printers more information can be found at [redacted] We hope you find this informationhelpful for future useSincerely, Customer RelationsBrother International