Shield Security Systems

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

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]

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

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]

[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]

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

[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 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