Shield Security Systems

sent follow up email to the customer;Good Morning [redacted] This email isto follow up on a Revdex.com complaint that was filed on August 26, 2015 in regards toyour Brother [redacted] not printing on your wireless network.  We are sorry to hear about the troubles youhave had in reaching our...

customer support in attempt to resolve your issue. We can arrangefor an in house software technician to contact you at convenient day and timeto help address this issue.  It wouldhave be Monday through Friday from 9:00 am to 6:30 pm EST, excluding holidays.   Please let us know what day and time we canarrange to have software technician contact you.   Sincerely,Customer RelationsBrotherInternational

Complaint: [redacted]
I am rejecting this response because:1. The "test" that Brother told the Revdex.com about is not the test they asked me to do.  What Brother sent me is much longer, much more involved, and completely ridiculous.  Brother needs to supply a menu command from its print driver program.  I will gladly give them a report generated by a menu command.  2. Brother has repeatedly indicated that its ridiculous test will not provide any information about the subject toner cartridge.3. Brother refuses to take back the subject toner cartridge for testing.4. Brother refuses to address my other concern about the periodic distortion of type from the printer. 5. Brother refuses to respect my wishes when it comes to phone calls.  I will not take phone calls from people who indicate via email that they do not want to resolve the problem.  Why should I allow someone to anger me over the phone?
Regards,
[redacted]

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]

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, 10/20/17 to explain why she was receiving a memory full message. For the inconvenience she...

experienced, Brother exchanged the PTD600 under the manufacture warranty, since that is what we originally offered on 10/11/17.   If you have any further questions, please let me know. Mike F. Customer Relations Brother International [redacted]

Complaint: [redacted]
I am rejecting this response because: Brother's own brochures for this printer list Windows 2000 as a compatible operating system! Please find your brochures for this printer attached. I decided to purchase this printer based on these brochures and the dealers' own web site description, which also states it is compatible with Windows 2000. Now you're telling me that I have to pay [redacted] to ship it back to your dealer because Brother supplied false information in it's advertising brochures and to its' dealers? Why should I be out a cent because of your false advertising of this printer as being compatible with an operating system that you now tell me it is not?!
Regards,
[redacted]

Dear Revdex.com,Brother has spoken with [redacted] today May 27, 2015.  We have confirmed that the unit needs to be repaired.  As a one time accommodaiton we are sending an onsite tech to her location to fix the MFC9970CDW at no charge.  Parts and labor will be covered under this one time...

accommodaiton.If you have any further questions or concerns I can be reached at [redacted]Sincerecly,[redacted]Customer RelationsBrother International

Complaint: [redacted]
I am rejecting this response because: There is no guarantee that the toner shipped with the machine is defective. The problem could be the drum. Who knows? Nevertheless, I'm willing to install the replacement toner as soon as I receive it, and if that takes care of the problem, great. If not, I want the option to renew my request for a refund for the cost of the machine. Thank you.
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: The website address is: [redacted]

Dear Revdex.com,   This customer resides in [redacted].  We have asked Brother [redacted] to follow up with [redacted] on 1/10/17/.    Sincerely, Mike F[redacted] Executive Office Brother International

Voice message left for customer on 5/22/15 at 10:00am EST.  Left contact information to call back.Mike [redacted]Brother Interational[redacted]

Dear Revdex.com,   This follow up letter is in response to [redacted] complaint that was filed on August 23,2016 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:The machine was defective from the start, warranty notwithstanding. It was repaired 11 times for the same problem, 8 of those during the warranty period - for which I paid.  The machine has been picked up and repaired by Brother twice already - to no avail.  the repairs do not last more than a few months.  If necessary, I can send you all the repair receipts again.Repairing the machine again is NOT an option.  11 repairs is enough.
Regards,
[redacted]

Dear Revdex.com,As a good will gesture we offered [redacted] a replacement drum (DR360) and a high yield toner cartridge (TN660).  The customer accepted our gesture.  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 [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
We already replaced 3 times this model.We ve wasted time and money.We dont want to use same model anymore.It gave us headache all the time .This model should be claim as a manufacturer defect.Why we replaced three times.This case indicated this model must be claim as manufacturer defect. I want to upgrade another model...
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/61091...⇄ software installation I receive a Difx driver package error. What can I do?Thiscan be caused by interference with third party anti-virus/firewall program, ora problem with the computer's operating system installation. Please try temporarily disabling any third party anti-virus or firewall programs before attempting to install the Brother MFL-Pro Suite again. If you're not sure how to temporarily disable your anti-virus or firewall programs please contact the manufacturer of these programs for further assistance.  2.                  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 store. Please contact your PC manufacturer forfurther assistance. “ However, I arranged to have my highestsoftware support reach to [redacted] on 9/22/15.  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 from your Revdex.com complaint that was filed on 12/29/17 under ID#[redacted]  I am sorry to hear about any troubles you are currently having with your Brother VM6200D, machine.   If you continue to have problems with...

your Brother machine, please contact our customer support at [redacted] Monday-Friday from 9:00am to 7:00 pm EST.  They will be able to assist you further with any trouble you are currently having.   Sincerely,   Mike F 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 [redacted], and find that this resolution is satisfactory to me. Thank you for your consideration on this matter.
Regards,
[redacted]

Dear Revdex.com,   Brother customer support was able to determine the problem with [redacted]   We processed an exchange of the same model since he was still under the manufacture warranty.  This  was setup on April 4th, and the replacement machine will...

go out April 5th.  The unit should arrive in 2- 3 business days.   Sincerely, Customer Relations Brother International

Dear [redacted] This letter is in response to your Revdex.com complaint that wasfiled on 9/1/15 with regards to your Brother [redacted] working with anoperating system of Windows 2000.  We doapologize for any inconvenience that you might have been through.  I have confirmed with our...

office in Japanthat unfortunately, the [redacted] is not compatible with Windows 2000.  We do not make or manufacture any Windows2000 drivers for the [redacted].   With regard to your request for a refund, please contact thestore where the product was purchased concerning their return or refundpolicies. Brother cannot interfere nor dictate refund or return policies ofretail stores; however we will fully stand behind the terms of the warrantythat came with your Brother unit. Please review your Warranty Statement forcomplete details.   As a good will gesture due to any miscommunication you mayhave received on your Brother product we would like to offer a set LC75 inkcartridges (Cyan, Black, Yellow Magenta) for your inconvenience.  Please follow up with me at[redacted] Monday through Friday from 9:00am to 5:00 pm EST toredeem this offer.Sincerely,Mike F[redacted]Executive OfficeBrother International.