Shield Security Systems

Dear Revdex.com, Brother customer support was able to determine the problem with [redacted] We processed an exchange of the same model since he was still under the manufacture warranty This was setup on April 4th, and the replacement machine will go out April 5th The unit should arrive in 2- business days Sincerely, Customer Relations Brother International

Complaint: [redacted] I am rejecting this response because:This is the SEVENTH or EIGHT printer they've sent us And this is the SECOND time a printer has malfunctioned on arrival I shouldn't have to take any more time or risk paying extra to prove that the EIGHTH printer they've didn't work THE SAME DAY IT ARRIVED At this point I've taken it out of service and we're just taking it as a loss I'll sell it online for whatever I can get, and hopefully get close to what I paid for our extra toners.Regards, [redacted] **

Complaint: [redacted] I am rejecting this response because: You havent answered the issues Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:Brother has offered the EXACT SAME response I rejected on 6/25/15, which means NO further effort to consider what I have stated on 6/25/appears to be understoodPlease note, my FULL rejection is enclosed in the attached document; and I am also reattaching the proof document that displays how Brother is advertising and marketing their product onlineI recommend that Brother actually views the documentThat way Brother can see why I am upset with how this machine operates and why I did not know it operates in the manner it doesIn fact, the vendors do not even know it operates this way, and nothing about it is listed on the box, so again I am asking that Brother looks at both the proof document I attached and my full rejection response Regards, [redacted]

Voice message left for customer on 5/22/at 10:00am EST Left contact information to call back.Mike [redacted] Brother Interational [redacted]

Complaint: [redacted] I am rejecting this response because: Since the consumer will be in possession of two machines.Above was stated in the Brother letter to Revdex.com Sir/Madam: I will be in possession of machines:/printers One will be a a refurbished, empty shell, and the second a dysfunctional printer still under warranty This is a total of two non-working machines The letter fails to mention this significant detail I am asking my printer, still under warranty, be replaced with another machine of the same make and value which prints for the time of the warranty Regards, [redacted]

Dear Revdex.com, This follow up letter is in response to [redacted] complaint that was filed on August 23,in regards to you her Brother MFCJ480W and request for a refund Unfortunately, Brother cannot dictate or interfere with dealer or retail store return policies and procedures of companies that sell our products, however Brother does stand behind the 1-year manufacturer’s warranty During troubleshooting, if we cannot resolve the problem over the phone and find that it’s a mechanical issue with the product Brother will offer to replace the machine (with the same model) or offer to have the unit serviced at no cost to the customer at one our Authorized Service Centers in their area This is described under the warranty terms and conditions statement that was included with the product If you have any questions regarding this matter, please contact me a [redacted] Monday through Friday 9:00am to 5:00pm EST Sincerely, Mike F [redacted] Executive Office Brother International

Complaint: [redacted] I am rejecting this response because: We have been sent a replacement printer via warranty after countless hours wasted and request to speak with a supervisor because customer service unwilling to helpWe will contact Brother again to discuss the request for reimbursement for all of our wasted ink during the hours of troubleshooting we spent on the phone with themResults yet to be determined at this point 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'd like to say that the person that called me from Brother called the very day after I filed the complaintShe was extremely professional, extremely polite, and was a pleasure to speak toShe did exactly as she said in sending a replacement unitIt was delivered promptly and it is working perfectlyI am very satisfied with the resolution, I would give her a perfect all around in all she said and didI'm quite happy with the resolution, and I thank the people at Brother and the Revdex.com for their help and assistance in this matterThank you again, and have a very happy and healthy new year Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: The business has failed to resolve the portion of the complaint acknowledging the failed toner. It doesn't print properly. They have had the counter reset, but it came back on immediatley within a couple sheets and as I stated on the phone with the representative, I didn't even print 60 pages and it stopped printing clear sheets, like all the other toners I bought, the sign that it was out of toner. The rep said this should take care of this problem and it did not as the low toner light came back on as soon as she hung up the phone. I am still requesting the toner be replaced by Brother. Obviously I received a defective toner and Brother has failed to realize this. Regards, [redacted]

Dear Revdex.com, We have attached our response from December 14, to [redacted] with regards to a Revdex.com complaint filed in December In regards to his latest issue, Brother will continue to stand behind the terms of the manufacture warranty on the MFC9330CDW If we cannot duplicate the customer problem over the phone we cannot provide warranty options We offer the customer an Authorized Service Center (ASC) to bring their machine to However, we advise our customers, that if our ASC cannot find a problem with the unit, they will be charged a diagnostic fee which is not covered by Brother International If the ASC does find a mechanical or electronic error, Brother will cover the part and labor for the repair [redacted] will need to contact the place where the machine was purchased concerning their refund policies As we (Brother) cannot interfere not dictate refund policies of retail stores We can arrange to have an in house technician contact [redacted] to see if we can duplicate the problem (s) he is having If you have any further questions or concerns I can be reached at [redacted] Monday –Friday from 9:00am to 5:00pm ESTSincerely, Mike FCustomer 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 [redacted] and find that this resolution is satisfactory to me Regards, [redacted]

Good Afternoon,This email is to follow up regarding [redacted] complaint that was filed on Aug 5, 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 FCustomer RelationsBrother International

Dear Revdex.com, This email is to follow up from a complaint that we receivedfrom [redacted] in regards to his Brother There was an “DIFX install error” thecustomer was experiencing We do have asolution in place that explains this error which is at the following link: https://brothercustomerservice.custhelp.com/app/answers/detail/a_id/“Duringthe software installation I receive a Difx driver package errorWhat can I do?Thiscan be caused by interference with third party anti-virus/firewall program, ora problem with the computer's operating system installationPlease try temporarily disabling any third party anti-virus or firewall programs before attempting to install the Brother MFL-Pro Suite againIf you're not sure how to temporarily disable your anti-virus or firewall programs please contact the manufacturer of these programs for further assistance If disablingyour third party anti-virus or firewall does not resolve the issue, this mayalso occur if there is a problem with the DriverPackagePreinstall function pre-installing a driver package for a Plug and Play (PnP) function driver inthe DIFx driver storePlease contact your PC manufacturer forfurther assistance“ However, I arranged to have my highestsoftware support reach to [redacted] on 9/22/ They were able to provide a work around usingWIA driver and Paperport12SE, which the customer found acceptable If you have any further questions, I can bereached at [redacted] Sincerely,Mike F [redacted] Brother International

Dear [redacted] This email is to follow up on complaint ID# [redacted] , in regards to [redacted] and the issue she is having with the Brother MFC-L2700DW. As I mentioned in my follow up response on February 5, 2018 Brother cannot issue a refund since the product was not purchased directly from us. [redacted] will need to contact the place of purchase concerning their return/refund polices. Brother cannot interfere nor dictate refund or return polices of retail stores. Brother has offered to replace the MFC-L2700DW under the manufacture warranty. But has been declined by [redacted] . The offer to replace the MFC-L2700DW with the same model continues, to stand. I hope you find this information helpful and if you have any further questions please do not hesitate to ask. Sincerely, Mike F. Customer Relations Brother International [redacted]

Dear Revdex.com, This email is to follow up from a complaint we received from [redacted] under complaint ID@ [redacted] Brother had one of our product support specialist follow up with [redacted] on Friday, 10/20/to explain why she was receiving a memory full messageFor the inconvenience she experienced, Brother exchanged the PTDunder the manufacture warranty, since that is what we originally offered on 10/11/ If you have any further questions, please let me knowMike FCustomer Relations Brother International [redacted]

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

Dear BBB,I have spoken with the cusotmer and we were able to resolve his issue on Monday Oct 2, 2017. If you have any further questions please let me know. SincerelyMike FCustomer 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 ***Amazon has refunded the entire original cost of the printer.
Regards,
*** ***

Brother is reaching out to *** *** to see what we can do further to help fix this issue. I had a knowledgable agent contact and leave a voice message for *** *** today 7/21. We will try again a little later this afternoon