Shield Security Systems

Dear Revdex.com, This email is to follow up on complaint ID#*** in regards to *** *** issue with her Brother QL-700. A follow up email was sent to *** *** on 2/14/18. Brother is still awaiting *** *** response back. I wanted to give you update on the current issue
Sincerely, Mike FCustomer Relations Brother International

Dear Revdex.com, Brother has been in contact with *** *** ** *** *** *** We have arranged to replace *** *** Brother PRSmachine on December 1st, 2017. The unit shipped out from our facility in Tennessee on December 4th, and is currently in
transit under *** tracking number ***. The unit is schedule to arrive at *** *** on December 6th, so they can test the replacement unit to make sure its operating in the way it’s designed to functionAfter testing is complete, *** will be in contact with *** *** to advise when she can pick up the replacement PRS100. If you have any further questions, please do not hesitate to contact me. 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 ***, and find that this resolution is satisfactory to me
They were very helpful in trying to resolve this issue
Regards,
*** ***

Dear Revdex.com, We have supplied a letter from our sales department on 11/19/(which I have attached for your recrods). The order was placed and immediately cancelled. Because the order was immediately cancelled, the order never invoiced, so no charge to be refunded. There might
have been a hold placed which the customer noticed or "Pending transaction" but that should have been removed and not charged by Brother since the order was cancelled. If you have you further questions or concerns please contact me at *** Sincerely,Mike FCustomer RelationsBrother International

Dear Ms***,We are sorry to
hear about any problems you have with your Brother MFCJ450DW. Our customer support is available Monday through Friday from 9:00am to 9:pm EST and limited support on Saturdays. We can be reached at 1-877-*** or via online chat or email at WWW.***. With regrads to our follow up letter on 6/25/15, we felt it was imporant to you to have an undestanding as to why the ink cartridges might being used even if your not prinitng in color. We do understand any confusion this might have caused yet which is why we have offered you a set of the LCcartridges as a one time accommodation. You would receive one (1) yellow, (1) magenta, (1)cyan, and (1) black ink cartridge with this set. As we mentioned in our previous letter we do need to confirm your shipping address so we can send out these cartridges. We hope this informaiton is helpful to you.Sincerely,Customer RelationsBrother International

We spoke with the customer on 7/2/- Our agent had to reset the toner cartridge, do avoid the error message from reappearing. We also emailed a solution to the customer to help resolve this issue should it happen again in the future

Dear *** *** This email is to follow up from your complaint that wasfiled with the Revdex.com dated August 5th, with regards to yourBrother ***. We do apologizedfor any inconvenience, but our software department has had a higher call volumeto date, due to Windows
release. We do offer support via email and chat at www.brother-usa.com. There are also some great FAQ’s on this site aswell for your product. We have enclosedsome links with regards to your *** concern for both receiving and sendingfaxes. http://www.brother-usa.com/FAQs/Solution.aspx?FAQID=200000049750&ProductID=MFCL2...⇄ http://www.brother-usa.com/FAQs/Solution.aspx?FAQID=200000049755&ProductID=MFCL2...⇄ We hope you find this information helpful. 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
The Brother rep assured me that they would continue to support the software and provide additional installs as long as it was for the original computer and the installs were due to operating system problems or crashes
Regards,
*** ***

Complaint: ***
I am rejecting this response because:Nothing has been resolvedBrother is not even acknowledging
the fact that the original brand new machine that I purchased should not have
had an issue within 3,pages of scanningThey are not even acknowledging
the headache that I have had to deal with in this entire processI am
extremely disappointed in their level of customer serviceThey clearly do not
want to keep their loyal customersOne thing I learned in business school was
that it costs more to obtain a new customer than it does to retain one of your
existing customers. Mr. Fk clearly did not even thoroughly review the *** *** documents or he would see my chat conversation with *** where I asked them for a refund for this product before receiving the refurbished machine from Brother. I would like to see a resolution to this.
Regards,
*** ***

[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 Revdex.com, This email is to follow up in regards to *** *** complaint that was filed with your office on 12/13/17. We have had an in-house technician follow up with the customer to see if the Authorized Service Center has repaired the unit correctly. *** *** has not yet test
the Brother ***. The technician has provided *** *** his contact number if the issue continues As a good will gesture for the miscommunication brother will be sending out a set of LCink cartridges to *** *** for the inconvenience she has had, which she greatly appreciated If you have any further questions, please do not hesitate to ask Sincerely, Mike FCustomer Relations Executive Office Brother International ***

Dear Revdex.com, This email is to follow up from *** *** complaint ID#***. I have attached our email transcripts from last month. I have asked *** *** to provide me a convenient day, time, and contact number he can be reached, so I can arrange for one of my in house technicians to contact him. This will help us have a better understanding of the problem. From my follow, up email on 9/26/to *** *** I have not had a confirmation day and time he can be reached. I can still arrange for a callback, but would need a day and time that the customer can be reached at Sincerely, Mike FCustomer Relations Brother International ***

Dear Revdex.com, Brother has attempted to contact *** *** on January 26th, and January 31st 2018. However, both attempted calls went to voice mail. There was a message advising that mail box was full and to try back at a later time. Also, our customer support
attempted to contact *** *** before the Revdex.com complaint was filed. Brother support attempted to contact *** *** January 11th, 15th, and 16th twice but received the same voice message that the mail box was full Brother can offer to exchange the ***, however we will need to speak with *** *** once more before the exchange can be processed. She can contact our customer support at *** Monday-Friday from 9:00am to 9:pm EST If you have any further question, I can be reached at *** Monday-Friday from 9:00am to 5:00pm EST Sincerely, Mike FCustomer Relations Brother International

Dear Revdex.com, This email response is to follow up on complaint ID#***, in regards to *** *** *** and her Brother MFC-L2700DW. I made a follow up call to the customer to discuss the issue on Monday, February 5, 2018. I advised *** *** request for a refund, to
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 products. I explained to isolate any issues she was experiencing with the MFC-L2700DW, I would offer to exchange her current machine, with the same model, under the manufacture warranty. This was declined by *** ***. Our offer will continue to stand, but will need to contact me back directly at *** if she has a change of mind. If you have any further questions, please don’t hesitate to ask Sincerely, Mike FCustomer Relations Brother International

Dear Revdex.com, Brother had one of our Customer Support agents follow up with *** on April 12, in regards to his Brother HLL2320D. The agent confirmed that he a very low page count on the drum. The error or flashing red light was an indication that the drum needed to be
replaced. Since the count was so low, Brother offered a good will gesture to send out a replacement drum at no charge. This drum should arrive in to business days to *** *** Please let me know if you have any further questionsSincerely, Mike F* Customer Relations Executive Office Brother International

Complaint: ***
I am rejecting this response because:BROTHER offshore C?S to Dominican Republic, and Manila, and who knows where else!THERE is ZERO tolerance, to C/S that ***, and care less and just to mass market more cheap Chinese made products! I am not sure what *** does, that is my next choice, most likely will be based upon C/S, all printers do same thing.Incidentally if BROTHER was interested, the fuser quit warming, and I am still using original drum, and was told these should go 35,pages least by Brother C/SLet them send me a fuser! HIRING offshore, eliminating USA jobs there is no defense not having enough SUPPORT!
I will most likely never have a BROTHER anything!
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
As I have stated to the folks at Brother numerous times, I have given this model of printer chancesWhen the third one doesn't work correctly out of the box, troubleshooting shouldn't be necessaryAny company operating under the guise of having some form of customer service should attempt to make things correct for the customerInstead I've been sent through countless levels of "customer service" to be told at every turn that the only thing they can do is send me my 4th of the same junk modelIt is not unreasonable to ask for a different model of printer or even a refund at this point but they are acting as if their warranty terms (which you don't know until its too late) are written in stone by God himself.
Regards,
*** ***

[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
Here's a copy of the receipt. The printer was purchased at *** *** October 12, My *** *** Member id is *** You can verify purchase with best buyPlease ship my new printer to my house at:*** *** *** ***
*** ** ***
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- Network-Ready Wireless All-In-One Printer - White
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Dear Revdex.com,This email is to follow up on matter you brought to our attention on June 25, 2015, related to Mr*** ***, case# *** with regards to his request for upgraded Brother machine. Our customer support manager spoke with Mr*** on June 23, and advised him that we could
not provide an upgrade to a different machine however, we will fully stand behind the terms of the warranty that came with his Brother MFCJ4710DW.I spoke with Mr*** directly on June 25, and apologized for any inconvenience he might be having with the replacement unit.It#s not attention to send out malfunctioning machines as replacements to our customers. According to the recorded calls, Mr***did not want to finish troubleshooting the problem with the replacement MFC-J4710DW. Normally, under our warranty terms and conditions this is required before a replacement machine could be offered. I advised Mr*** that we would issue a new MFC-J4710DW without and further troubleshooting due to the inconvenience he has been experiencing. At this time, Mr*** only wanted to be upgraded to a new and different machine. We will continue to stand behind our offer to replace his current MFC-J4710DW with a brand newMFC-J4710DW. Due to the trouble#s he has experienced with the replacement MFC-J4710DW, I will also include an extra set of LCinkcartridges as a good will gesture.If you have any further questions or concerns I can be reached after the holiday on July 7th, at *** from 9:00am to 5:00pm EST.Sincerely,Mike FCustomer RelationsBrother International

Complaint: ***
I am rejecting this response because: Overall I spent five hours trying to get a fix for my new printer, and the fix took about seconds once they got it rightI do not accept that Brother is not responsible for customer refunds due to their poor customer serviceI made this purchase through Amazon, and they direct me to youYou direct me to themBrother is the maker of this, regardless of who is distributing, and Brother is where I wasted five hours of my time, when a second fix would have done.
Regards,
*** ***