Shield Security Systems

Dear Revdex.com,We had our customer support reach out to Mr*** on Friday, June 6, 2015. We have not heard back yet from the customer, but a contact number and name was left on a voice message to reach out to us to see what we can do to help resolve the issue Mr*** is
having.Sincerely,Cusotmer RelationsBrother International

Complaint: ***
I am rejecting this response because: This response does not yet resolve the issueIt is a next step to resolving the issue, but I cannot mark this as resolved until it is actually resolved.
Regards,
*** ***

Dear Revdex.com,We have confirmed with the dealer that luggage arrived on Tuesday, June 9, mid-afternoon via *** *** Our sales representative was onsite for this delivery which confirmed that luggage was picked up by *** *** on June 9, 2015. Brother has been advised that this issue has been resolved by the dealer.If you have any furhter quesions please contact me at *** Monday through Friday from 9:00am to 5:00pm EST.Sincerely,Mike FCustomer Relations

Dear Revdex.com,Brother had an agent follow up with *** this morning. Since he has performed all the cleanings and still could not resolve the issue of missing colors we offered a onetime accommodation to replace his *** with an *** as a good will gesture. The
replacement machine should ship out today and be delivered on Friday (12/18/15) Sincerely,Mike FCustomer RelationsBrother International

Dear Revdex.com,Brother has offered a onetime accommodation to replace the
fax*** with the same model. I did
explain that sometimes when the toner heats to be applied to the paper during a
print out that out it could leave an odor due to the technology for the toner
and fuser. If the smell
continues after
they receive the replacement unit, then the unit will need to go to Authorized Service
Center for a complete inspection. *** *** agreed to the replacement unit, which should arrive on FridaySincerely, Mike F* Customer RelationsBrother InternationalTell us why here

Complaint: ***
I am rejecting this response because:
I was unaware that a response was requiredI am doing so nowI havereceived the Brother Scan and Cut MachineI have still not received theprepaid *** card for the purchaseI have also not received the DreamMachine BundleIt was stated to ship on June 1, however has not beenreceived as of todaySorry I misunderstood the initial response.Thanks for your help with this matter
Regards,
*** ***

Dear Revdex.com, This email is to follow up on complaint ID#*** in regards to *** *** issue he is having with his Brother MFC-L5900DW. I am sorry to hear that he is unhappy with the product, however, from our response on 9/1/17, Brother International Corporation will continue to stand behind the product that *** *** purchased, which is the MFCL5900DW. If *** *** wants to be upgraded to another machine, he would need to contact the place of purchase. Per our warranty statement as the manufacture, if an electrical or mechanical issue should occur with the product purchased, Brother will elect to repair the unit at no cost to the consumer, or offer to replace the machine with the same model. Unfortunately, Brother will not be able to upgrade *** *** per his request, but will continue to stand behind the terms of manufacture warranty of the MFC-L590DW Please let me know if you have any further questions or concernsSincerely, Mike Customer Relations Brother International

THANK YOU FOR YOUR ASSISTANCE
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 Ms. Scharko, I am following up on Revdex.com complaint that was filed on 10/2/15in regards to J[redacted] sewing machine.  I spoke with [redacted] on 10/1/15 about theissue he was experiencing with the Brother PE-770 sewing machine.  It was explained to [redacted]...

that we couldnot issue a replacement PE-770 until the unit was shipped back to Brother forproper inspection.  If the unit cannot berepaired to operate under the specifications in which the unit has beendesigned to operate at, then we could issue a replacement unit.  Brother has paid for the pickup of themachine under [redacted] tracking number [redacted]   Once we have afull diagnose on [redacted] machine we then can determine if a replacementunit is needed.  However, any type ofrefund request, he will need to contact the place of purchase concerning theirreturn and or refund polices.  BrotherInternational cannot interfere or dictate refund or return polices from retail stores.  Brother will fully stand behind the terms of thewarranty statement that was provided with the machine, which I have enclosed acopy of in this email.   If you haveany further questions I can be reached at [redacted] Monday throughFriday from 9:00am to 5:00pm EST.Sincerely,Mike FifickExecutive OfficeBrotherInternational

[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 [redacted] Please advise web address of the Brother site you were on, so we can attempt to locate the review. We need to confirm that it was our authorized website. Sincerely, Customer Relations Brother International

Dear Revdex.com, We attempted to reach out to [redacted] on 12/20/16.  Our rep left four follow up messages at 10:20am, 11:17am, 2:50pm and 5:36pm.  They also provided their direct line for [redacted] if he would like to call rep back so we can see what might be the problem he is...

experiencing with Brother [redacted]  Sincerely, Mike F[redacted]Customer RelationsBrother International

Dear [redacted]   This letter is to follow up in regards to [redacted] complaint that he filed with the Revdex.com on June 20, 2016 in regards to his Brother PE500.  Brother will fully stand behind the terms of the warranty that we offer for the PE500.  Even if the unit was purchased as...

“Refurbish” model, this unit would still come with a (1) one year manufacture warranty from the date of purchase.  If we cannot resolve the issue over the phone, we would advise the customer that he would need to bring the product to one of our Authorize Service Centers (ASC) in his area for a no charge repair.   Unfortunately, Brother cannot dictate or interfere with dealer or retail store return policies and procedures of companies that sell our products.  We cannot offer [redacted] any type of reimbursement and can only refer him back to the place of purchase.  However, if still has the PE500 we would stand behind the product with our manufacture warranty.   If you have any further questions or concerns I can be reached at [redacted] Sincerely, Mike F[redacted] Customer Relations Brother International

Dear Revdex.com,   This email is to follow up from a complaint that was filed under id# [redacted] and [redacted]  This is regards to [redacted] request to be reimbursed $76.00 for a repair that was done on her machine.  We are sorry to hear about any problems that might have...

occurred.  The Brother CS6000i comes with a 1 year manufacture warranty from the date of purchase.  If the customer is having an issue mechanically with the unit, she needs to take the machine and her proof purchase to one of our Authorized Service Centers in her area.  If the Authorized Service Center determines the unit has a mechanical issue and is within the 1 year manufacture warranty.  Brother will cover the cost for both parts and labor.  If the its outside the 1 year manufacture warranty, then the Authorized Service would charge the customer their going rate.   From the information [redacted] provided, it seems she is out of the 1 year manufacture warranty, since she purchased the unit according to her information she provided on this complaint 10/2/15.   The manufacture warranty would have expired on 10/2/16.  This is why the customer was charged to have the unit serviced, since she was no longer under the manufacture warranty.   If you have any further questions please contact me.   Sincerely,   Mike Customer Relations Executive Office Brother International [redacted]

Complaint: [redacted]
I am rejecting this response because:Mr. F[redacted] You have not done your due diligence in this matter! What use is your offer of "a set of LC75 ink cartridge" to me WHEN I CAN NOT INSTALL THE PRINTER???! Your brochures clearly state, "Supported Operating Systems: Windows 7® / Windows Vista® / Windows® XP Professional Systems (32 & 64 bit editions) / XP Home Edition / Windows® 2000 Professional (SP4) /..." Do you see that, Windows 2000??? Don't try to spin it any other way, please! You can either come up with the drivers for Windows 2000 AS ADVERTISED, or issue a prepaid return label and a check for $159.00 for the return of the printer directly to Brother. Otherwise, I will file another complaint with the Attorney General for FALSE ADVERTISING!
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 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,   I have spoken with [redacted] and determined that Brother did have some errors under the specifications for the [redacted] on our webpage.  We have since corrected these specifications errors to match what the [redacted] sewing machine can do.   I did offer to refund [redacted]...

[redacted] money in full do to these errors, or credit her $20.00 extra for the purchase of the product, along with (3) three sets of genuine Brother sewing thread for the [redacted] that has a retail value of approx. $75.00.   It was agreed upon that [redacted] would accept the $20.00 credit (which Brother is currently in the process of applying).  I have also issued a set of three thread spools for each of the following colors: black, white, and red.  They should be delivered early next week.   If you have any further questions I can be reached at [redacted] Monday thru Friday from 9:00am to 5:00 pm EST.   Sincerely, [redacted] F[redacted] Customer Relations Brother International

Complaint: [redacted]
I am rejecting this response because:
Offering me a new machine instead of a refurbished unit to replace the 3 broken ones I've had is still unacceptable. The original I bought was new and one of my replacements I'm told was new. It obviously doesn't make a difference. Offering me extra ink as "a good will gesture" does very little, especially since I have stated (numerous times) that I have yet to run out of ink in any of the printers. They break long before I'm out.I'm not being unreasonable in asking for a different model. I don't care if it is an "upgrade" or not. I just want a machine that has similar features that is not this particular model. I've given it three chances and I'm done. 
Regards,
[redacted]

Dear Revdex.com,   On Tuesday May 30, 2017 Brother International Corporation arranged to have an in-house technician contact [redacted] in regards to the software related issue she was having with the Brother [redacted]  Our technician confirmed that IPv6 needed to be turned on.  This is the internet’s next-generation protocol, designed to replace the current Internet Protocol, IP Version 4.  IPv6 allows more users and devices to communicate on the internet by using bigger numbers to create IP addresses.  We restarted the brother machine, waited 5 minutes and the unit now can print fine in sleep mode.   In regards to [redacted] request for a refund, she will need to contact the place of purchase concerning their return or refund policies.  Brother will not interfere or dictate refund or return policies of retail stores, however, we will fully stand behind the terms of the (2) two-year manufacture warranty on the [redacted]. Also, Brother offers free technical support on the life of product, meaning our customers will never be charged to troubleshoot their problem when they contact us.    If you have any further question I can be reached at [redacted] Monday-Friday from 9:00am to 5:00pm EST.   Sincerely, Mike Customer Relations Executive Office Brother International

Dear  [redacted]   This letter is to follow up from  your Revdex.com complaint dated October 1st, 2017 concerning a problem you are experiencing with your Brother [redacted]   With regard to your request for a refund, please contact the store where the product was purchased...

concerning their return or refund policies. Brother 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 printer.   Your Brother [redacted] product comes with a one (1) year warranty from the date of purchase.  This warranty will cover any mechanical or electronic issues that may occur during the one (1) year warranty period.  Under the one (1) year manufacture warranty if Brother cannot resolve the problem over the phone after complete troubleshooting has been completed, we then can offer to exchange the machine with the same model or refer the customer to an Authorize Service Center in your area for a no charge repair paid for by Brother.   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 costs.   If you have any further questions regarding this matter, please contact me at [redacted] Monday through Friday 9:00am to 5:00pm EST.  Our customer support would be happy to assist you if you are having any problems.  They can be reached at [redacted] Monday- Friday from 9:00am to 9:00pm EST.       Sincerely,       Mike F Customer Relations Brother International