Shield Security Systems

Dear *** *** This letter is in response to your Revdex.com complaint that was filed on 10/26/with regards to your MFC-*** and empty *** color ink cartridges. The Brother website, www.brother-usa.com, contains great deal of useful information about the use of your Brother MFC
machine, including much of the information below Like most ink jet printers, the amount of ink your Brother machine uses can vary depending on different factors, the first of which is what you print. The stated yield on Brother LCcolor ink cartridges is specified in accordance with the international testing standard ISO/IEC 24711. The stated yield is based upon 5% page coverage as specified in ISO/IEC 24711, which is the standard by which most companies measure their ink cartridge life. Of course, if you print at more than 5% page coverage, you will be using more ink and thus the life of your ink cartridges may be less than the stated yield. 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 ink cartridge is approximately pages at 5% coverage, while genuine Brother color ink cartridges are also approximately pages at 5% coverage. The figures are based upon the following assumptions: Continuous printing at a resolution of x dpi in 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 printing in color 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 most inkjet machines Yet another factor that may affect your print yield 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 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 nozzlesThe only way to continue printing is to replace the empty ink cartridge or cartridges Brother does manufacture printers that strictly print in black and white. These machines use a technology called Monochrome laser. Instead of ink, they function with toner cartridges which are a powdery substanceIf you are interested in Monochrome laser printers more information can be found at www.Brothermall.com. We hope this information is helpful to you. As a goodwill gesture, we are sending out a set of LCcartridges at no charge to you. This order was processed on Monday November 13th, If you have any further questions or concerns, please do not hesitate to contact us again Sincerely, Michael F* Customer Relations Brother International *** ***

Dear Revdex.com, This email is to follow up from complaint ID#*** in regards to *** *** issue he is having with his Brother MFCL5900DW. Brother will continue to stand behind the terms of the warranty on the MFCL5900DW (warranty statement card that came with the product
***. However, we do not provide any type of upgrades, so replacing the MFCL5900DW for an MFCL6700DW is not something Brother can offer. If the machine has a malfunction during the warranty period, Brother will replace the MFCL5900DW with the same model If you have any further questions or concerns, please let me knowSincerely, Mike Customer Relations Brother International

Brother left a voice message for this customer. We will try to follow up again later today (7/21/16). We just need to confirm some additonal things and will replace the unit under warranty if we cannot resolve the issue over the phone. Mike F*Brother International

Dear Revdex.com,Brother will
not process a replacement toner cartridge until the internal report is printed
out and sent back to Brother for reviewAs we advised, this will help us
understand total pages printed, average cover toner being applied to each print
outThis will also determine if the toner cartridge in question, are not
providing the approxpage counts as we advised they should be.Our customer support provided the following steps to *** *** on 12/2/
to print this report out, which are as follows:aEnsure
that the machine is powered on and the front cover is closedbPress the GO button seven timescTurn the power switch off and open the front coverdWhile holding down the GO button, turn the power switch back onThe Drum,
Toner, and Error LEDs will light upeRelease the GO buttonThe LEDs will turn offfPress the GO button twiceWait for the Drum, Toner, and Error LEDs to light
againgPress the GO button onceThe LEDs will turn off againhWhen the Error LED flashes, close the front coverThe machine will print
the Maintenance ReportI had one of our in house technician contact *** *** on 12/9/
via phone in regards to this Revdex.com complaint that filed, as well as a second
email to help the customer retrieve this internal report. We can set up day and time that is convenient
for *** *** to be contacted if she is having trouble printing this report
This is of course under business hours which are from Monday- Friday
from 9:am to 9:pm EST.Sincerely,Mike FifickExecutive OfficeBrother International

As a good will gesture we can issue replacement TNToner cartridge to Mr*** as a one time accommodation. If he finds this acceptable resolution we will send this out to his following address on file:*** ***If he or the Revdex.com has any furhter quesitons on this concern I can be reached at ***Ext.*** Monday through Friday from 9:00am to 5:00pm EST. Sincerely,Mike FCustomer RelationsBrother International

I took my Brother printer to *** today 8/26/16, approximately 4:30p. The tracking # is ** *** *** ** *** *** It has the required parts for return inside the printer. Free shipping label was pressed over original Brothers was sent the same as above. Transferring the parts from my printer to another exact shell was simple. I apologized to the company for the fear I had of not being capable. The printer worked as soon as I plugged it in and printed out a test page. There was no reinstalling the printer. My computer excepted it immediately The printer is working at this date and I am grateful for the day extended warranty on the recent one receivedI am going to wait the days, before saying all is well. *** 5p Friday 8/26/

Complaint: ***
I am rejecting this response because:All the firmware and software has already been updated with no successThere is either a failure with the machine itself or the training Brother employees receive since they cannot keep my printer working properlyI am not sure which the problem isIt is your responsibility to ensure the customer is satisfied with your product and anything less is very poor service indeed.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I ve already two times replaced this model Brother MFC-L5900DW from now on I dont want this model anymore this model must be claimed for Defective Product Claims.I want to upgrade another model Brother MFCL6700DW.Brother wasted my time and money
Regards,
*** ***

We have attached a copy of the letter that we are sending out to Ms*** today (6/25/15)

Dear Revdex.com, Brother has escalated this issue to one of our in-house technicians. A follow up call was made to *** *** on December 5th, and a voice message was left for the reason for this call. We will need to do some further troubleshooting to see what the problem is. We will also need to confirm the ink cartridges during the call, but could make a onetime accommodation to provide a set to the customer at no cost Sincerely, Mike FExecutive Office Brother International

Dear Revdex.com, I have made two phone call attempts on 1/and 1/5. No voice message picked up due to the voice mail being full. An email was sent on 1/4/as follow up. Brother has not heard back from the consumer. Attached is a copy of my email. Sincerely, Mike
F*

Dear Revdex.com, We are trying to reach out to the customer with the contact number that they provided on this complaint, which is *** We have yet to get in touch with the consumer. I will have a support technician try again this afternoon. Sincerely, *** F*
Customer Relations Brother International

Dear Revdex.com A follow up email was sent to *** ***The email was sent to email address that he provided on this complaintI have asked for a convenient day and time that I can have our in house technicians contact him so we can attempt to resolve his scanning issuePlease let me know if
you have any further questionsMike Customer relations Brother International

Dear Revdex.com, I have spoken with *** *** and advised if she can provide some type of receipt showing when the unit was purcahsed, that Brother would issue a replacement *** under the warranty conditions. *** *** is going to check to see if she could locate the receipt. If you
have any further questions I can be reached at *** Mike FCustomer RelationsBrother International

Dear *** *** We will need to troubleshoot the issue and determine the problem first before any recommendations can be madeAs I mention in my previous response you need to speak with MsA*** at *** *** She is knowledgeable agent that will be able to help youSincerely, Mike Customer Relations Brother International

Dear Revdex.com, Brother will be replacing *** *** *** under our warranty terms and conditions. We will be sending him a new replacement *** to isolate any types of mechanical issues he should be experiencing. This was discussed with *** *** today (9/9/16)
which he agreed upon If you should have any further questions or concerns, we can be reached at *** Monday-Friday from 9:00am to 5:00pm EST Sincerely, Customer Relations Brother International

Dear Revdex.com, Brother has followed up with *** *** on 2/24/17. We provided some basic troubleshooting steps in attempt to resolve the issue. We determined that drum was the issue. *** *** had only printouts on his Brother *** The
drum is labeled as a consumable item under our warranty terms and conditions, which comes with a 90-day warranty from the date of purchase. *** *** warranty the drum would have expired on January 12th, since his date of purchase was October 12th, 2016. However, as a good will gesture Brother has elected to replace his drum as a onetime accommodation to help resolve the problem he is experiencing If you have any further questions or concerns, please let me knowSincerely, Mike F* Customer Relations Executive Office Brother International

Dear*** ***This letter is to follow up from your Revdex.com Complaint that wasfiled in regards not receiving the necessary accessories you promised duringthe purchase from *** *** * ***Brother has followed up with *** andthey advised us you have received the Scan N Cut machine
and the $pre paidgift cardThey informed us that the luggage for the VX8500D has not arrivedyet.After further investigation there was an error in processing the order in whichthe luggage was not sent to this dealerWe have corrected this error andprocessing the luggage to be shipped out by Monday, June 1st , Theyshould be receiving this luggage sometime next week, which you will receive afollow up call from *** Sew & VacWe do apologize for any inconveniencethis delay has caused youIf you have any further questions please contact meat *** Ext.*** Monday through Friday from 9:to 5:pm EST.Sincerely,Mike FCustomer RelationsBrother International

Dear *** *** This email is to follow up on a Revdex.com complaint that was filed on January 11, in regards to your Brother *** We are sorry to you hear about any trouble you are having with the productWith regard to your request for a refund, please
contact the store where the product was purchased concerning their return or refund polices. Brother cannot interfere nor dictate refund or return polices of retail stores; however, we will fully stand behind the terms of the warranty that came with the *** Please understand that under the one (1) year manufacture warranty, Brother will only replace your machine only if all of the troubleshooting has been completed. Failure to complete the troubleshooting or if the issue can be resolved by customer support, Brother will not exchange your machine with a replacement of the same model. Brother can only then recommend bringing your machine to an Authorize Service Center for Brother for a diagnostic and repair. If the Authorize Service Center cannot find a mechanical or electronic issue then the customer is responsible for all costsI can arrange to have an in house technician contact you to make sure all the firmware and drivers are up to date on the *** Sometimes this can cause the Deep Sleep issueIf the machine is still not operating correctly after this, we can then offer to replace the model with the same model. Please contact me directly to set up a day and time that is convenient for you. I can be reached Monday through Friday from 9:00am to 5:pm EST at *** Sincerely, *** F* Customer Relations Brother International

Good Afternoon Revdex.com, This is in response to *** *** complaint ID#***. We are sorry to hear about any problems he is experiencing with his Brother product. Our customer service will be more than happy to assist him with his trouble, which sometimes can easily
be resolved. Brother customer support can be reached at *** Monday-Friday from 9:am to 9:00pm EST. Sincerely, Customer Relations Brother International