Shield Security Systems

Dear [redacted] This letter is in response toyour Revdex.com complaint that was filed on April 27th,2015 with regards to your MFC-J870DW and empty starter color inkcartridges.  The Brother website, [redacted] contains a great dealof useful information about the use of...

your Brother MFC machine, including muchof the information below. Like most ink jet printers, theamount of ink your Brother machine uses can vary depending on differentfactors, the first of which is what you print. The stated yield on Brother LC101 color ink cartridges is specified inaccordance with the international testing standard ISO/IEC 24711.  The stated yield is based upon 5% pagecoverage as specified in ISO/IEC 24711, which is the standard by which mostcompanies measure their ink cartridge life. Of course, if you print at more than 5% page coverage, you will be usingmore ink and thus the life of your ink cartridges may be less than the statedyield. .  For example, a person whoprints photographs and complex graphics will use ink significantly faster thana person who normally prints text-only documents.  The approximate life cycle of a standardgenuine Brother black ink cartridge is approximately 300 pages at 5% coverage,while genuine Brother color ink cartridges are approximately 300 pages at 5%coverage.  The figures are based upon thefollowing assumptions: Continuous printing at a resolution of 600 x 600 dpi innormal 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 assemblyperiodically.  This process will use asmall amount of ink): and, ink remaining in cartridge identified as “empty” (Itis necessary to leave a small amount of ink in the ink cartridge to prevent airfrom drying and damaging the print head assembly). Another factor is the number oftimes your machine needs to clean the print head nozzles.  Whether you are printing in color a greatdeal or very little, the Brother machine must clean all the nozzles on theprint head regularly to achieve optimum print quality.  Your Brother machine uses a small amount ofink each time it performs its routine cleaning. This is why even minimal use of the color cartridges causes a gradualdepletion of ink.  If you do not use yourcolor ink, it will dry in the ink jets and ultimately cause poor printquality.  In order to keep the printquality at its best, the machine will continue to clean the nozzles asneeded.  This process is common to mostinkjet machines. Yet another factor that may affect your print yield pertains tousing a color machine as a PC printer. Since Brother inkjet machines offer full-color printing, the defaultsetting of the print driver is “Color”. As a result, the ink colors are mixed in the appropriate amounts toproduce the selected color.  Even adocument containing nothing but black text will combine all 3 colors to produceblack print.  Changing your printing preferencesfrom “Color” to “Mono” or “Grayscale” when printing documents with only blacktext or images will allow the machine to use only the black cartridge whenprinting the color black, and will help avoid unnecessary color inkconsumption. 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 premiumprint quality.  Please understand if theunit was to continue printing, print jobs and cleaning cycles would suction airfrom the dry cartridge and damage the print head.  Even if you print black only or changed theprint settings to       “Mono” or “Grayscale” to avoid printing in color, the programmedcleaning cycles would still suction the dry cartridge, because they areprogrammed to clean all the ink nozzles. The only way to continue printing isto replace the empty ink cartridge or cartridges. Brother does manufacture printers that strictly print in black andwhite.  These machines use a technologycalled Monochrome laser.  Instead of ink,they function with toner cartridges which are a powdery substance. If you areinterested in Monochrome laser printers more information can be found at [redacted] We hope you find this informationhelpful for future use. Sincerely,   Customer RelationsBrother International

Dear Revdex.com, We have sent the following email response to [redacted].  We await his reply so we can have an in house support tech reach out to the customer to help resolve the problem. Good Morning [redacted] This email is from the Executive Office at Brother International in...

regards to your Revdex.com complaint that was filed on March 24, 2016.  We are sorry to hear about the connection issue you are experiencing with the [redacted]L[redacted]  I can arrange for an in house technician to contact you at convenient day and time (this of course during normal business hours Monday- Friday from 9:00am to 6:30pm EST).  There might be some drivers that need to be updated for the [redacted] to resolve the connection issue.  If this does not resolve the issue, we then can issue a replacement unit under the warranty terms and conditions. Please let us know when we can have an in house technician contact you via phone and your best possible contact number you can be reached at. Sincerely, Customer RelationsBrother International[redacted]

Good Afternoon,This email is to follow up regarding [redacted] complaint that was filed on Aug 5, 2015 in regards to his Brother DCP8085Dn machine.  We spoke with the customer today (8/13/15) and have came to an understanding that Brother would cover the parts and labor for the repair at our...

Authorized Service Center in his area.  We are sending over a service request to the Service Center.Please let us know if you have any furhter questions or concerns.Sincerely,Mike F[redacted]Customer RelationsBrother International

Complaint: [redacted]
I am rejecting this response because: In my earlier direct dealings with Brother Customer Service, I had requested an exchange, to which the Representative said I needed to provide a receipt for the printer ink cartridge. While I did have a receipt for the printer itself, I no longer had a receipt for the ink cartridge; therefore they said they could not give an exchange. Why the need for the cartridge receipt? They state this is their procedure, but truly just seems like a purposeful hindrance.  Consequently I purchased a new printer. With my current Revdex.com complaint, I now requested a refund for the purchase price of the printer. Per the Revdex.com response and my conversation with Mike, the Brother representative, they now offer the exchange--which now does me no good as I had since purchased a new printer.I am not satisfied with the company's current response. 
Regards,
[redacted]

Dear Revdex.com,We have tried to reach out to [redacted] on 12/4/15 to get
some additional information from the Brother [redacted] in regards to this Revdex.com
complaint.  There is a report that we
will need to print out from the machine, which will tells us the page count and
the percentage of toner being...

applied to the print outs.  Before we can issue any type of replacement toner
cartridge, we will need this report to verify how the unit is operating.  Our agent left their contact information on
the follow up call and we await to hear back from [redacted] so we can attempt to
help resolve the problem.Sincerely, Executive OfficeBrother International

Dear [redacted] This letter is to follow up from a Revdex.comcomplaint that we received with regards to your Brother XL2600i.  We are sorry to hear about any trouble youare experiencing with the product. Brother will continue to stand behind the terms on thewarranty that...

comes with the XL2600i, which is one (1) year from the originalpurchase date for Parts, Labor and accompanying accessory items and two (2)years from the original purchase date for electronic (replacement labor excluded)and 258 years from the original purchase date for the Chassis Casting.  Brother would only elect to replace themachine if either our Authorized Service Center could not fix the issue, or ifthe machine was sent back directly to Brother in which we could no fix themachine. If you are experiencing an issue with the machine sometimescontacting our customer support can help resolve the issue before bringing themachine to our Authorize Support Center. They may be reached at [redacted] Monday through Friday From 9:00amto 7:00 pm EST or via email which can be found at [redacted].   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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Brother has offered the EXACT SAME response I rejected on 6/25/15, which means NO further effort to consider what I have stated on 6/25/15 appears to be understood. Please note, my FULL rejection is enclosed in the attached document; and I am also reattaching the proof document that displays how Brother is advertising and marketing their product online. I recommend that Brother actually views the document. That way Brother can see why I am upset with how this machine operates and why I did not know it operates in the manner it does. In fact, the vendors do not even know it operates this way, and nothing about it is listed on the box, so again I am asking that Brother looks at both the proof document I attached and my full rejection response...
Regards,
[redacted]

Dear Revdex.com,   I have spoken with [redacted] today (5/26/17).  We have arranged for a callback on  Tuesday 5/30/17 at 2pm EST with my in house technician to resolve the problem.  If in fact it’s a malfunction with the [redacted] we offer warranty options. It shouldn’t take any longer...

than 15 to 30 mins for my technician to determine the problem.    If you have any further questions I can be reached Monday-Friday from 9:00am to 5:00pm EST at [redacted]   Sincerely,   Mike Customer Relations Brother International

Dear Revdex.com,   We have made contact with the customer on the 3/4/16 and confirmed the purchase.  We are replacing the missing accessories.  However, we have been trying to follow up with the customer further to have a better understanding of the broken piece that she has mentioned via...

phone messages.  We can provide her the necessary information to one of our Authorized Service Centers in her area if she needs to take the [redacted] machine there.    Sincerely,   [redacted] Executive Office Brother International

Complaint: [redacted]I am rejecting this response because:This is the SEVENTH or EIGHT printer they've sent us.  And this is the SECOND time a printer has malfunctioned on arrival.  I shouldn't have to take any more time or risk paying extra to prove that the EIGHTH printer they've didn't work THE SAME DAY IT ARRIVED.  At this point I've taken it out of service and we're just taking it as a loss.  I'll sell it online for whatever I can get, and hopefully get close to what I paid for our extra toners.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'd like to say that the person that called me from Brother called the very day after I filed the complaint. She was extremely professional, extremely polite, and was a pleasure to speak to. She did exactly as she said in sending a replacement unit. It was delivered promptly and it is working perfectly. I am very satisfied with the resolution, I would give her a perfect 10 all around in all she said and did. I'm quite happy with the resolution, and I thank the people at Brother and the Revdex.com for their help and assistance in this matter. Thank you again, and have a very happy and healthy new year.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: We have contacted the Customer Service Support. They have agreed to replace 1 of the black ink however during their testing there were 2 blacks and 3 color cartridges so we are still due 4 replacement cartridges. We should have to replace our own ink due to their failure in testing and trying to resolve a problem. The representative said for our employees to keep wasting the ink until the problem was resolved. This is an unacceptable practice for the customer to pay for these items due to testing.We would ask that these items be replaced as well.
Regards,
[redacted]

Dear Revdex.com, This email is to follow up from complaint ID#[redacted] in regards to [redacted] issue she is experiencing with her Brother MFC-9130CW.  We had an in-house technician attempt to reach [redacted] yesterday December 20th, 2017,  But to no success.  Voice messages...

were left explaining the reason for the call along with a contact number to call back.  We will make another attempt today, December 21st, 2017.  We do need some additional information, before we can go ahead and offer the manufacture warranty. Sincerely, Mike F.Customer RelationsBrother International

Dear Revdex.com,A follow up email was sent to this customer this morning with some possible solution to help resolve this problem.  If these solutions do not resolve the problem, I adivsed we could arrange for a call back to help walk the customer through their issues.Sincerely,Mike FCustomer...

RelationsBrother International

Dear [redacted], Brother will stand behind the product under our warranty terms and conditions. As I mentioned before, I do need to arrange to have an in house technician contact you to see if we can resolve the issue.  If the problem cannot be resolved then we would issue to replace the machine with the same model.  I can be reached directly at [redacted] or at [redacted]. We can discuss a time and day that you can be reached for my in house technician to contact you. Sincerely, [redacted] Customer Relations Executive Office Brother International

Dear Revdex.com,I have spoken with the cusotmer and we were able to resolve his issue on Monday Oct 2, 2017. If you have any further questions please let me know. SincerelyMike FCustomer RelationsBrother International

Dear Revdex.com, We have attached our response from December 14, 2014 to [redacted] with regards to a Revdex.com complaint filed in December 2014.  In regards to his latest issue, Brother will continue to stand behind the terms of the manufacture warranty on the MFC9330CDW.  If we cannot...

duplicate the customer problem over the phone we cannot provide warranty options.  We offer the customer an Authorized Service Center (ASC) to bring their machine to.  However, we advise our customers, that if our ASC cannot find a problem with the unit, they will be charged a diagnostic fee which is not covered by Brother International.  If the ASC does find a mechanical or electronic error, Brother will cover the part and labor for the repair. [redacted] will need to contact the place where the machine was purchased concerning their refund policies.  As we (Brother) cannot interfere not dictate refund policies of retail stores.  We can arrange to have an in house technician contact [redacted] to see if we can duplicate the problem (s) he is having.   If you have any further questions or concerns I can be reached at [redacted] Monday –Friday from 9:00am to 5:00pm EST. Sincerely, Mike F[redacted]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]

Dear Revdex.com, This e-mail is in response to [redacted] complaint that filed with the Revdex.com under [redacted] in regards to his Brother [redacted]   I spoke with [redacted] on May 30,2017.  We arranged for an in-house technician to contact him due to his scanning issue with the...

Brother machine, on May 31, 2017 at 11am EST. Our technician attempted to contact [redacted] at that time agreed upon, but could not reach the customer. A voice message was left.   We also provided a follow up email and a 2nd follow up call on June 1, 2017 but still could not reach [redacted]. Please let me know if you have any further questions. Sincerely, MikeCustomer RelationsBrother International