Shield Security Systems

Dear Revdex.com, This letter is in response to *** *** *** complaint that was filed with Revdex.com on 8/23/16. On 8/23/*** *** contacted Brother customer support in regards to her *** printer and a flashing LED light. It was determined the machine needed to be
replaced under the manufacture warranty since we could not fix the issue of turning off the flashing light. Our one year limited warranty advises the following if we elect to replace malfunction machine under warranty. Since the consumer will be in possession of two machines, Brother will require a valid major credit card. Brother will issue a hold against the credit card account number that the consumer provides, until Brother receives the original product back. The consumer credit card will be charged up to the cost of a new product only if: (i) they do not return the original product to brother within five (5) business. We do provide our customers more time to return the original product but we suggest they do it at their earliest convenience in case they forget to return the product. The replacement machine a customer receives (even if refurbished or remanufactured) will covered by the balance of the limited warranty period remaining on the original Product, plus an additional thirty (30) days. We further advised in our warranty statement to retain all original accessories items and a copy of the freight bill I have attached a copy of the warranty statement. The warranty we offer on our products are entitled to every customer that needs to have their product replaced under the manufacture warranty. This has nothing to do with a person age or handicapped. All of our customers have the follow the guidelines If you have any further questions or concerns I can be reached at *** Monday-Friday from 9:00am to 5:pm ESTSincerely, Mike F* Executive Office Brother International

Dear Brother International offers free technical support for the life of the product. It sounds like you might have contacted a 3rd party support number that Brother is not affiliated with , since you mentioned they wanted to charge your $to log into your computer.
Again, Brother will never charge our customers to troubleshoot the problems they are experiencing. Our authorized customer support number is ***, Monday-Friday from 9:00am to 9:pm EST. Also, our authorized web page as follows, ***
I hope this information is helpful to you going forward Sincerely, Customer Relations Brother 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 ***It is acceptable that Brother has elected to replace the defective machineHowever, it should be noted that the "refurbished" printer I bought directly from Brother was broken on arrival, and that it took several hours of interaction with Brother over about weeks before they agreed to replace itPrior to that, they denied that the machine was still under warrantyThis was apparently because of inaccurate record-keeping at their endWhen they finally arranged for me to speak with a customer service representative with a brain -- only after I filed the Revdex.com complaint -- it took that person about minute to confirm the details of my purchase, and consequent warranty coverageWhy none of the or customer service people I had interacted with prior to that could do the same remains unclearBrother has supposedly sent me a replacement printer but still has not apologized for how they handled this, and I'm not at all sure I'd be willing to buy another Brother printer in future
Regards, ***
* ***

Dear Revdex.com, I have spoken with *** *** and Brother is offering to replace the machine under manufacture warranty. He should receive this machine by Wednesday 5/25/at the latest. Sincerely, *** FCustomer RelationsBrother International

Dear Revdex.com, Brother issued a replacement *** which was sent out on 1/28/under *** tracking number *** (delivered on 1/29/16). It was determined the customers machine was having a mechanical malfunction since it could not detect the replacement ink cartridges.
Please let me know if you have any further questions as I can be reached at *** Sincerely, *** F* Customer Relations Brother International

Dear Revdex.com, We have been in attempt to contact the customer on 12/and again on 12/10. My represenative needs to troubleshoot the issue the cusotmer is having with needle threader. If we cannot resovle the issue over the phone then we can arrange to have the unit picked up and sent
back to Brother for proper inspeciton. We will attempt another follow up call today (12/11). Sincerely,Mike FCustomer RelationsBrother Inernational

Dear Revdex.com, A voice message was left for *** *** on 7/15/in regards to her complaint that was filed with the Revdex.com on 7/6/16. Brother can offer to exchange *** *** *** with the same model if she is experiencing a problem. However any type of refund she will need to
contact the place of purchase in regards to their refund/return policies Sincerely, Mike F* Brother International ***

Complaint: ***
I am rejecting this response because: the solution in terms of discussion them has not been doneThey did anything about there product being compatible with Apple productsI have been on the phone with they customer service peoplw
Regards,
*** ***

Complaint: ***
I am rejecting this response because: their instructions dont workIts like they are supposed to stop working, some sort obsolescence I just wont buy another one of your printsI will also tell my friendsI have fritneds looking at printersIll just advice there of my issues. All this obsolesce does is fill our landfills
Regards,
*** ***

Dear Revdex.com, Our records indicate a replacement *** toner cartridge has been issued to isolate any type of problems as a onetime accommodation from Brother customer support on 4/26/The order will be processed and shipped out today (4/27/16) Sincerely, *** F* Customer Relations Brother
International

WE ARE READY IF BROTHER TECHNICIAN WILL COME AT OUR HOME AND CHECK THE PRINTER/MACHINE AS SOON AS POSSIBLEBECAUSE WE HAVE A PROBLEM SINCE PAST MONTHSPLEASE LET ME KNOW DATE AND TIME BY E-MAIL ADDRESS: *** OR BY CELL PHONE#***THANKS FOR YOUR RESPONSE.
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,
*** ***

Complaint: ***
I am rejecting this response because:
I left two messages on the voicemail with the appropriate voicemail with Brother on Friday at 2pm. I called again at 4:to see if anyone was around and no one picked up except for a receptionist and I explained what was going on and I asked for that extension again and she transferred me back. I have not heard back, it is now almost noon on Tuesday with NO response from Brother. I work a 7-4:30pm central time job as I indicated in the message to them and would be heard to reach during that time. I would like Brother to email me since they can't seem to call me back then at ***. I have followed through with what they instructed. I did have co-workers around for both return phone calls
Regards,
*** ***

Complaint: ***
I am rejecting this response because: This software download does not work. Please don't send me back to this again
Regards,
*** ***

Dear Revdex.com, I have discussed the issue and concerns with *** ***. I advised back June 22, we asked the customer to install new inks to see if this resolved the “Unable to clean 50” error message. *** *** contacted our support back on June 23, advising that this did not work. At that time our support asked for a proof of purchase for this ink. *** *** could not provide this receipt at the current time. This was needed to provide warranty status. After speaking with *** *** she explained she could not find the receipt as she purchased the ink about a month ago. I advised the customer that we could issue a replacement of the *** with the same model as a good will gesture. The customer appreciated the offer but since she purchased another machine she wanted to be refunded the price of the *** I apologized, but I explained all refunds/reimbursements will have to go through the place of purchase. Since the unit was not purchased directly from Brother we cannot offer a refund. Nor can we dictate retail store chains return policies. But will stand fully behind the terms of the warranty on the *** I explained to *** *** if she had a change in mind I would continue to stand behind the offer of replacing the machine under warranty. I provided her my contact information if she wanted to contact me in the near future, which she politely declined. Please let me know if you have any further questions as I can be reached at *** Monday- Friday from 9:00am to 5:pm ESTSincerely, Mike F* Customer RelationsExecutive OfficeBrother International

Dear *** *** This email is in response to your Revdex.com complaint ID#*** and your Brother MFCJ450DW 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 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 Sincerely, Michael F* Customer Relations Brother International ***

Dear Revdex.com, We have attempted to reach out the customer. A voice message has been left and I have yet to hear back from the customer. I will make another attempt on 8/21/17. Thanks, MikeCustomer RelationsBrother International

Dear Revdex.com, As I mentioned into my previous response in regards to *** *** inquiry.. Brother will continue to stand behind the terms of the manufacture warranty that came with the PE780D. Even though the unit is no longer under the manufacture warranty, we can offer to have it shipped back to Brother facility to see what seems to be the problemSome types units need to be adjusted as setting could be off. I do apologize; however, Brother will not be able to offer a replacement machine Sincerely, Mike FCustomer Relations Brother International

Dear Revdex.com, We are arranging for a call back with an in-house technician at Brother to determine why the Brother *** is not printing wirelessly with Windows 7. The unit is compatible to print wirelessly with this operating system. We have arranged for a callback
tomorrow 12/15/at 1pm EST to have a better understanding of the problemSincerely, Mike FCustomer Relations Brother International

Dear Revdex.com, Brother has spoken with *** *** today (7/7/17). We have made an accommodation to exchange his *** with the same model and he did not have to provide his credit card information. Normally, under our warranty policy a credit card is needed, but due to *** ***
personal issue in the past providing this information, we decided that it was not necessary for him to provide this information. We further explained that there will be a pre-paid label to send back the old *** back to Brother, which will arrive with the replacement *** This was agreed upon and the machine will ship out today If you have any further questions, please let us knowSincerely, Mike Customer Relations Brother 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
Regards,
*** ***