BBB Accredited Business since

Brother International Corporation

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Phone: (908) 704-1700 Fax: (908) 704-8235 View Additional Phone Numbers 200 Crossing Blvd, Bridgewater, NJ 08807 http://www.brothermall.com


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Brother International Corporation meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Brother International Corporation include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 112 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

112 complaints closed with BBB in last 3 years | 34 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 6
Billing/Collection Issues 0
Delivery Issues 1
Guarantee/Warranty Issues 16
Problems with Product/Service 89
Total Closed Complaints 112

Customer Reviews Summary Read customer reviews

1 Customer Review on Brother International Corporation
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 1
Negative Experience 0
Total Customer Reviews 1

Additional Information

BBB file opened: January 01, 1971 Business started: 04/21/1954 Business started locally: 04/21/1954
Type of Entity

Corporation

Business Management
Mr. Mike Fifick, Administration Manager
Contact Information
Customer Contact: Mr. Mike Fifick, Administration Manager
Principal: Mr. Kazufumi Ikeda , President
Business Category

Commercial Products Manufacturers Labeling Equipment Printers Fax Equipment & Systems Office Furniture & Equipment Sewing Machines - Wholesale & Manufacturers

Alternate Business Names
Brother Industries

Additional Locations

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hi, I am having a VERY hard time servicing my non-functional printer I purchased from **********. After much time spent chasing a support website, I was finally able to file a support issue number ************** No one answered by email as requested. I need to also find out what the warranty policy is on the printer and return it back to manufacturer if issue is not fixed ASAP. I am without printer for over a month now.

Desired Settlement: I need my printer serviced or replaced. Seller on ****** does not want to take it back for refund.

Business Response:

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

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* ******

7/19/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Brother ********** printer at an ****** *** on 01.03.16. Since purchase I have had difficulties with printer not working due to error code "Unable to Clean 50." (There were NOT any paper jams as error seems to indicate.) I have followed troubleshooting (as advised online) and had usually been able to get machine to print again. Received error message again in June, 2016--was not able to get printer to work with same error message as well as printer attempting to print with blank pages. Contacted Brother Customer Service on 06.22.16 and again on 06.23.16. Spoke with different reps on both days trying to resolve problem. On 06.23.16, before calling Brother Customer Service again, I had placed a brand new black ink cartridge in printer. Display showed that black was totally full and color cartridges were about 2/3 full. On 06.23.16 rep walked me through attempted "repair" process, which entailed a "cleaning" process twice. After that all my ink cartridges were totally empty. Rep refused any exchange unless I could first provide a receipt for the black ink cartridge and then we would go through attempted "repair" process over phone again. I could not find receipt, plus I knew full well that this same "process" would just drain the cartridge and be fruitless in addressing the issue. At this point, had a non-functioning printer--and needed to utilize printer. Purchased a new (non-Brother) printer to meet my printing needs. The Brother printer was still under warranty. I have my original Brother printer purchase receipt of $69.99, with tax $75.48.

Desired Settlement: I would like a refund of my purchase price of $69.99.

Business Response:

Dear BBB,

 

A voice message was left for *** ****** on 7/15/16 in regards to her complaint that was filed with the BBB 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

*********************

Consumer Response:

Complaint: ********

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 BBB complaint, I now requested a refund for the purchase price of the printer. Per the BBB 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,

**** ******

Business Response:

Dear BBB,

 

I have discussed the issue and concerns with *** ******.  I advised back June 22, 2016 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, 2016 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 5:00 pm EST.

Sincerely,

 

Mike F*****
Customer Relations

Executive Office

Brother International

6/30/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Obtained a Brother PE500 Embroidery machine, known purchased a 'Factory Refurbished' unit. Came with everything, looked like new when box opened. After a month of struggling with the machine to produce even the simplest of patterns, it became evident that this unit was incurably broken. repeated calls to tech support yielded nothing and no assistance or resolutions. Was unwilling to send back for warranty repair, as it obviously had already been sent back once because it was 'refurbished'. Unit was returned to retailer it was purchased from for a 85% refund. (15% restocking fee) Advised retailer that the unit was broken, but still charged restocking fee anyhow.

Desired Settlement: Desire refund due to a poor product that was not refurbished as stated and obviously not tested before re-packaging the unit. Claiming $33 for the 15% restocking fee I lost, and an additional $57.80 for several shirts purchased to embroider that were destroyed by the machine when tried to use. Total is $90.80. I will accept no less from this company.

Business Response:

Dear *** ********

 

This letter is to follow up in regards to *** ****** complaint that he filed with the BBB 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 *** ****** 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 **********************

Sincerely,

Mike F*****

Customer Relations

Brother International

Consumer Response:

Complaint: ********

I am rejecting this response because:

The unit has already been returned.  We are making this complaint because as a refurb unit, this should have been working 100% when it left your factory.  It was not and as a result of your companies negligence in refurbing the unit, we destroyed several shirts in attempts to use the machine as per the instructions provided.  Since this machine was not able to perform as stated, we want a bit of compensation for the destroyed materials.   IF we had bought this new, we would have used your warranty service, but it was bought as a factory refurb, and supposedly checked out and repaired by your factory techs, so there is no excuse for it not working 100%.


Regards,

****** ******

6/22/2016 Problems with Product/Service | Complaint Details Unavailable
6/21/2016 Problems with Product/Service
6/15/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was looking for a sewing machine to purchase for my daughter that had 5 things – a footing system that will allow both very thick or very thin fabrics to be sewn without tension issues, an advanced needle threading system, the ability to lower the foot for free style quilting, an automated upper and lower thread cutter and upper thread and bobbin sensors. After lots of research I found the ****** on brother-usa and brothermall websites for $149.99. I ordered the machine and after I received it I noticed that it did not have an automatic thread cutter or thread and bobbin sensors. I went back to the websites and verified that it does state that this machine has both of those features. I called Brother International and talked to a nice man that verified I was correct in both websites were incorrectly advertising those features on the ******* While on the phone with him I pointed out model ****** advertises automated upper and lower thread cutting and model ****** advertises upper thread and bobbin sensors, which he verified are both incorrect. I found three of their machines that have advertising issues and contacted them so they can fix these issues before other people have the same issues. I requested that I would like a machine that has the features I was looking for, for the same price as what I paid for or a significant discount for this machine. My complaint was forwarded to corporate and I was informed I could get $10 off a different machine or someone would come pick up the machine for free. I told her representative that I was not satisfied with those options.

Desired Settlement: I feel that I deserve a machine that has the features I was looking for or I would like a significant discount to the ****** since it is missing features that was advertised.

Business Response:

Dear BBB,

 

I have spoken with *** ***** and determined that Brother did have some errors under the specifications for the ****** on our webpage.  We have since corrected these specifications errors to match what the ****** sewing machine can do.   I did offer to refund *** ***** 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 ****** that has a retail value of approx. $75.00.   It was agreed upon that *** ***** 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 ********************* Monday thru Friday from 9:00am to 5:00 pm EST.

 

Sincerely,

**** F*****
Customer Relations

Brother International

5/31/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have spoken with Brother customer support multiple times and they keep having me repeat the same troubleshooting steps involving purging ink cartridges without addressing the underlying hardware failure. I have wasted so far two hours completing these steps only to be asked again and again to repeat the same steps. I have wasted multiple ink cartridges and hours to my vast disappointment.

Desired Settlement: I would like to receive warranty service for my ********** printer. It appears this may involve replacing it with a refurbished printer. Also, I would like my spent ink cartridges replaced. All the Best, ******

Business Response:

Dear BBB,

 

I have spoken with *** ******* and Brother is offering to replace the machine under manufacture warranty.  He should receive this machine by Wednesday 5/25/16 at the latest.

 

Sincerely,

 

**** F*****

Customer Relations

Brother International

5/22/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
5/20/2016 Delivery Issues | Complaint Details Unavailable
5/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Several years ago I spent $400.00 on the BES Embroidery Lettering Software 2 software package, Brother allows 2 installations. The first computer that I installed it on fried and had to be replaced. The new computer (2) was running Windows XP. Microsoft quit supporting XP and I had to upgrade to the Windows 7 OS. The software had to be reinstalled. (3). Microsoft quit supporting Windows 7 so the computer was upgraded to Windows 8. Again the software had to be reinstalled. (4). The computer has now been upgraded to Windows 10. Again the software had to be reinstalled Except for the first computer which fried all of the installations have been on the same computer. The reinstalls have not been through any fault of mine but due to Operating System upgrades because the OS was no longer supported. Brother is now telling me that they will not make any further exceptions and that if I need to reinstall the software I will have to purchase a new $400.00 + software package. This is an outrage as I purchased the original software in good faith. If Brother wants to be this restrictive they should have a way of connecting the software license to the serial number of the computer.

Desired Settlement: A reset of my software activations back to the beginning.

Business Response:

Dear BBB,

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

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

The Brother rep assured me that they would continue to support the software and provide additional installs as long as it was for the original computer and the installs were due to operating system problems or crashes.

Regards,

******* ******

4/29/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: On August 15, 2015, I purchased a $299 Brother All in One Printer (Model **********). Within weeks, a black vertical line appeared when I scanned docs (intermittently). I reported the problem to Brother on September 28, 2015 (Incident # *************** I reported the problem again on December 9, 2015 (Incident # *************). My frustration continued to grow as the problem became worse and occurred not only while scanning but also when making copies. I reported the problem again on April 21, 2016 (Incident # *************) and after a series of emails with "****", which included providing model and serial numbers of the machine, the drum and toner cartridge I was told that the vertical lines are being caused by a faulty toner cartridge, which I should replace. Today, I reminded "****" that the toner cartridge is original to the machine (according to the machine's counter has plenty of use left) and if it needs to be replaced it should be at Brother's expense. **** replied the toner cartridge is only warranted for 90 days and therefore replacement is my responsibility. This complaint followed.

Desired Settlement: This machine is obviously defective. Brother's Customer Support staff have treated me unfairly and engaged in deceptive trade practices in violation of applicable law, I would like to be made whole. Specifically, refund the purchase price of the machine and pay for postage for its return to the company.

Business Response:

Dear BBB,

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 4/26/16. The order will be processed and shipped out today (4/27/16)

Sincerely,

**** F*****

Customer Relations

Brother International

Consumer Response:

Complaint: ********

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,

****** *******

3/31/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The Printer will never wake after sleep time and show up message "the printer is not connected" and Brother support Are really "BAD" I had been cheating from Brother because they already knew these bad products they ever made and most of Brother printer any model had been most recall. No support help if you sent email made a case for support you just receive all the the same instruct no matter how many time you sent, if call you will be hold waiting and hung up. Don't be buy Brother products be careful. In market had a lot of good printers not Brother. i already asking them provide me place to sending repair but nothing happen even they asking me phone number for contact but no call is make and after I sent 7 email just reply me only couple time and then not thing happen??

Desired Settlement: They need to call me or email me for repair place as I had been ask. I had been provided information their ask.

Business Response:

Dear BBB,

 

We have sent the following email response to **** ******.  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 **** *******

 

This email is from the Executive Office at Brother International in regards to your Better Business Bureau complaint that was filed on March 24, 2016.  We are sorry to hear about the connection issue you are experiencing with the ***L*******  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 *********** 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 Relations

Brother International

************ *********

 

 

 

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Regards,

**** ******

3/22/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I contacted Brother on 2/17/16 about the l***** *** that I purchased and issues I was having about missing items in the factory sealed box I purchased. I asked if I should return the item from where I purchased it or if Brother would resolve the situation. I have not heard anything from the company and tried to contact them again with no response. Now my ability to return the item is gone.

Desired Settlement: I just want the accessories that did not come with the machine and a response on the broken piece

Business Response:

Dear BBB,

 

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 ****** machine there. 

 

Sincerely,

 

**** F*****

Executive Office

Brother International 

3/8/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a printer (the ***********) new from ****** in August of 2015. When I received it I followed the instructions to a 'T' and hooked the printer up and got it working fine. Since then I have had to call in to customer service multiple times per month due to having connectivity issues, whether on my wireless or a wired network (it makes no difference). Every time I call in, after 30 min-1hr the issue gets resolved, although it is temporary because I end up having the same issue a few weeks later. Finally I called in December when I was having issues w/ it not connecting to the network via the cord provided. The rep could not get it working so she suggested we connect it to the wireless network which we did. Again, it worked fine for a bit and then stopped working. I called back in again. Finally on Friday 1/8/16 I spoke to a rep in the software department who said that we needed to turn the deep sleep feature off. We did so but on Sunday night (1/10) I was having it go back into 'deep sleep' and not printing. and even when it's not in deep sleep, the computer says the printer is 'not connected.' On 1/11 I called in and spoke w/ the software department. I gave them a summary how I have tried wired and wireless and had updated the printer firmware and was still having issues and that I would like a replacement printer. He said there was nothing they could do since they get it working every time I call in. I asked for a supervisor and spoke w/ ******* V***** (ID # ***** who again repeated there was nothing they could do and that it would have to be sent to a repair center. I have to use this printer daily for my business and cannot be without it. After months and months of being given the run around and spending hours and hours on the phone, I am sick of dealing with Brother and want nothing more to do with them or their products. Obviously the printer is defective or the training for the employees is defective.

Desired Settlement: The conflicting information I was given by customer service (contact me for more details) and the general failure to get a printer working, which should be a simple process when connecting directly to the computer (without any wireless settings involved), is unsatisfactory. I am highly dissatisfied. I want nothing more to do w/ Brother, I want a refund and I desire to go to a different company. -

Business Response:

Dear *** *********

This email is to follow up on a Better Business Bureau complaint that was filed on January 11, 2016 in regards to your Brother ************  We are sorry to you hear about any trouble you are having with the product.

With 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 costs.

I 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 issue. If 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 5:00 pm EST at **********************

Sincerely,

**** F*****

Customer Relations

Brother International. 

Consumer Response:

Complaint: ********

I am rejecting this response because:

All the firmware and software has already been updated with no success. There is either a failure with the machine itself or the training Brother employees receive since they cannot keep my printer working properly. I am not sure which the problem is. It is your responsibility to ensure the customer is satisfied with your product and anything less is very poor service indeed. 


Regards,

**** ********

Business Response:

Dear *** ********,

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 ********************* or at *****************************. We can discuss a time and day that you can be reached for my in house technician to contact you.


Sincerely,


**** F*****

Customer Relations

Executive Office

Brother International

2/18/2016 Problems with Product/Service
2/5/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I've had repeated problems with my ********** printer. The last printer I bought wasn't reading the genuine Brother cartridges. I called customer service and was provided with a new one. Next, I bought more cartridges and the new printer did not read the cartridges either. I called customer service and the cartridges were exchanged and it seemed to work fine. A couple months later when I tried a new cartridge, the same thing happened and I was told it would be delivered. 2 weeks later, no delivery, I called back and was told it wasn't processed correctly. I finally received the cartridges and they worked fine. I called the Brother customer service line on 1.27.2016 and had this same problem with ****** ****** (yellow cartridge) and the very rude representative, who claimed to be ******* N*******, proceeded to tell me that there is no warranty on the cartridges and that there was nothing they could do. This was after 1 hour of my time deliberating on the phone, troubleshooting the same repeated problem I've had for the last year. This was around 4:15pm Central time. I tried to call back again around 7:50pm Central time, was speaking with a representative and in conversation proceeded to hang up on me and didn't bother calling me back. My information was established on the line, so if this was a mistake, there is no excuse for my not receiving a call back.

Desired Settlement: A call back from a manager that actually values me as a customer or my money back for a printer that hasn't worked properly since I received the new one. I have yet to be able to go to any store and buy a genuine printer cartridge that will work properly... I can be reached at ************ or **********************. I prefer a call back.

Business Response:

Dear BBB,

Brother issued a replacement ********* which was sent out on 1/28/16 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

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Regards,

***** ******

1/17/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Approximately on July 31, 2015, I purchased a printer, model ********** for $$119.59 and a two year protection plan ($19.99) from the **** ******** ** **** ******* This product comes with a one year warranty. This week, I began experiencing problems with the paper jamming. After several attempts to correct it on my own, I contacted their customer service support. The lady was very nice, we tired everything to fix this problem but nothing was working. We were on the phone for over an hour and I asked if she could direct me to a store in my area tolfix the product. I am not a computer fixer major, my field of expertise is Human Resources. She explained that since we could not complete all of the trouble shooting that I would have to pay for the repairs. How is this, the product does not work properly after 6 months; the warranty is for 12 months and I paid additional money for a service plan. I've done everything right, when I purchased the product, I was informed that I had to attempt to repair it first before Brother would honor their warranty. I believe something popped off the machine while I was attempting to follow her instructions. I've never purchased a Brother printer before, it was difficult to install, and now the paper is jammed and they say I have to pay for the repair. Why have a warranty and a protection plan , if I have to be a computer repair person

Desired Settlement: I desire a complete refund for the printer, the protectin plan and taxes.

Business Response:

Dear BBB,

 

I spoke with *** ****** this afternoon (1/5/16), to discuss further the warranty options for the Brothe* **********.  Brother will be issuing a replacement ********* which will go out tomorrow (1/6/15). 

 

If you have any further questions i can be reached at *********************

 

**** F*****

Customer Relations

Brother International

12/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This is the third brother inkjet that I have purchased that has failed just outside the second cartridge change, and outside warranty with clogged or non working printheads. It almost makes me feel like they design them to fail in this manner and I find it quite aggravating. The current unit mfc-j470dw doesn't even have 5000 pages printed on it and as soon as I changed the black ink it failed. It wasted almost 2 full sets of cartridges doing cleaning and ran through the rest while I was on the phone with support. So after an hour on the phone with support and two more wasted cartridges some $50 in ink I was told the printer was not going to work and was out of warranty. This being the third time this has happened I find it quite aggravating. I have had the same lasers and inkjets by ******** **, and ***** but every Brother unit has failed on me like this.

Desired Settlement: It would be very nice to have this unit replaced.

Business Response:

Dear BBB,

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 F*****

Customer Relations

Brother International

Consumer Response:

[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.]

Better Business Bureau:

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 BBB for their help and assistance in this matter. Thank you again, and have a very happy and healthy new year.

Regards,

**** ********

12/29/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a fax machine model **** *in September 2015 along with the extended warranty on behalf of my company. On December 14, 2015 I began to notice a extremely strong odor coming from the machine when items print and faxes are received so I immediately filed a claim under my product warranty company ****** who put me in contact with Brother who stated that I need to physically take the machine to the nearest service shop for repair. After contacting this service shop to my dismay I was informed that it could take at most 5 to 7 business days for my product to be repaired. The problem is, that my company depends on this machine heavily to run the practice...its vital and going without a fax for over a day would impact us financially and possibly severe relationships with our clients. When I called Brother and explained the severity of this problem I was address with " At least the service and repair are covered"... Seriously? what about my business? I asked was there a loaner that could be given or in house servicing that wouldn't force me to be without a fax machine for such a long period of time???? According to the Brother representative and his supervisor the answer was NO! Upset and appalled I guess you can say I am in disbelief that such a large company, known for printers, fax machines, ink, etc would not care more for or even be considerate enough to its customers. What if the roles were reverse... put yourself in my shoes... Is it fair that a company who depends on your products and services should loose business behind a servicing of a product that is less than 4 months old?

Desired Settlement: I would like for the product to be replaced, receive a temporary loaner machine or either have in house repair service in hopes of minimizing the threats and effects to my business.

Business Response:

Dear BBB,

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 Friday.

Sincerely,

Mike F*****
Customer Relations
Brother InternationalTell us why here...

12/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I recently bought a Brother Sewing Machine and I'm having issues that need to be repaired. I've confirmed that it's repairable under the warranty but the problem is, there aren't any repair centers near me. I was told I'll have to ship it to the service center for repairs. Why in the world world should I be paying for shipping in order for my machine to be repaired?!! I just bought this and there shouldn't be any problems at all!! Either send me a new one and I'll gladly send back my current one or send me a shipping label so I can send it out for repairs. It's absolutely ludicrous that I have to send my machine in for repairs only a short while after I purchased it.

Desired Settlement: I want Brother International to pay for my shipping to the service center. Or send me a new machine and I'll ship the old one back (with a shipping label provided by Brother International).

Business Response:

Dear BBB,

 

We have been in attempt to contact the customer on 12/9 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 F*****
Customer Relations

Brother Inernational

12/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Brother toner cartridge in September that ran out in less than 1075 pages, even though the TN-450 high-yield cartridges are marketed as having a capacity of approximately 2,600 pages. A second toner cartridge also ran out faster than it should have, but I have no information on the page count. I contend that the first toner cartridge (and perhaps the second one also) was (1) defective, (2) under-filled, (3) not truly a high-yield cartridge, or (4) some combination of the three. I’ve been printing the same or similar handouts for an annual conference for many years. Never have I had such bad performance from a toner cartridge. When I first complained to Brother via its web site, I got the equivalent of a self-aggrandizing marketing pitch rather than a response to my concerns. When I finally said that I wanted a replacement cartridge or reimbursement for the underperforming cartridge, Brother sent me an email asking me to do an absurd and unnecessarily complex test that, even if performed correctly, may or may not provide useful information about the toner cartridge currently in the machine as well as the one before it, but not the subject cartridge—the one that yielded less than 1075 pages. Brother also asked me to provide receipts and serial numbers, which I did. When I asked that the matter be escalated to someone with authority to resolve the problem, Brother’s representatives refused. They have also fought me every step of the way. They demanded my phone number, but I insisted everything be in writing. I want a paper trail. And I am not willing to have Brother’s employees argue with me over the phone when I’m at work. I offered to send them the subject toner cartridge for inspection. They won’t accept it. They still keep pushing the absurd and unnecessarily complex test that, by their own admission, won’t tell them anything about the subject toner cartridge.

Desired Settlement: I'd like (1) a replacement toner cartridge, (2) a gift certificate or equivalent for a new toner cartridge, or (3) a refund for the cost of the subject toner cartridge. (Brother has my receipt already.)

Business Response:
Dear BBB,

We have tried to reach out to *** **** on 12/4/15 to get some additional information from the Brother ******** in regards to this BBB 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 *** **** so we can attempt to help resolve the problem.


Sincerely,

Executive Office
Brother International

Consumer Response:

Complaint: ********

I am rejecting this response because:

(1) Brother has already documented in writing that the absurdly complex test they ask me to perform will NOT provide information about the subject toner cartridge.  The test is limited in scope to what the printer is doing now, not what it did in September—two toner cartridges ago.

(2) If Brother wants customers to perform tests, they should provide a way to do it via a menu command, not something that requires "gymnastics" at the printer panel.

(3) I repeatedly made it clear to Brother that I will not take their phone calls.  I will not allow them to anger me while I am at work, surrounded by coworkers.  Nor do I have the subject printer at work.  It's at home.

(4) Brother refused accept the subject toner cartridge for inspection.

(5) When I subsequently notified Brother in writing of a second problem—that of the printer occasionally distorting type—Brother stopped communicating with me.  It is further evidence that Brother doesn't want to resolve problems. 

Regards,

**** ****

Business Response:

Dear BBB,
Brother will not process a replacement toner cartridge until the internal report is printed out and sent back to Brother for review. As we advised, this will help us understand total pages printed, average cover toner being applied to each print out. This will also determine if the toner cartridge in question, are not providing the approx. page counts as we advised they should be.

Our customer support provided the following steps to *** **** on 12/2/15 to print this report out. , which are as follows:

a. Ensure that the machine is powered on and the front cover is closed.

b. Press the GO button seven times.

c. Turn the power switch off and open the front cover.

d. While holding down the GO button, turn the power switch back on. The Drum, Toner, and Error LEDs will light up.

e. Release the GO button. The LEDs will turn off.

f. Press the GO button twice. Wait for the Drum, Toner, and Error LEDs to light again.

g. Press the GO button once. The LEDs will turn off again.

h. When the Error LED flashes, close the front cover. The machine will print the Maintenance Report

I had one of our in house technician contact *** **** on 12/9/15 via phone in regards to this BBB 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 normal business hours which are from Monday- Friday from 9:00 am to 9:00 pm EST.

Sincerely,

Mike Fifick
Executive Office
Brother International

Consumer Response:

Complaint: ********

I am rejecting this response because:

1. The "test" that Brother told the BBB 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,

**** ****

12/4/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On August 23, 2015 I purchased a Brother Printer model *********** from an authorized Brother dealer, ** ******* I was referred to ** ****** from Brother's web site as a place to purchase this printer. Both the ** ****** web site and the Brother brochure state that this printer is compatible with the Windows 2000 operating system. However, upon receiving the printer, I was dismayed to find out that the drivers for Windows 2000 are not included on the installation CD! In fact, all the markings on the CD ROM and the product packaging list the compatible operating systems but Windows 2000 IS NOT LISTED! I have contacted Brother support NUMEROUS TIMES to try and obtain the Windows 2000 drivers for this printer to no avail. I have been given conflicting information from Brother support. They have told me that the printer is compatible with Windows 2000 and that it is not compatible. They have essentially provided erroneous information and sent me on a "wild goose chase"! I have had it with them!!!

Desired Settlement: I would like Brother to refund the $159.00 I paid for this printer OR send me the CD ROM for installing this *********** printer on a Window 2000 computer!

Business Response:


Dear *** *********

 

This letter is in response to your BBB complaint that was
filed on 9/1/15 with regards to your Brother *********** working with an
operating system of Windows 2000.  We do
apologize for any inconvenience that you might have been through.  I have confirmed with our office in Japan
that unfortunately, the *********** is not compatible with Windows 2000.  We do not make or manufacture any Windows
2000 drivers for the ***********.

 

 

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 unit. Please review your Warranty Statement for
complete details. 

 

As a good will gesture due to any miscommunication you may
have received on your Brother product we would like to offer a set LC75 ink
cartridges (Cyan, Black, Yellow Magenta) for your inconvenience.  Please follow up with me at
********************* Monday through Friday from 9:00am to 5:00 pm EST to
redeem this offer.



Sincerely,



Mike F*****

Executive Office

Brother International.

 

Consumer Response:
Complaint: ********

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 *** 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,

******* ********

Business Response:



Dear *** **********

 

As we advised in our follow up response, we do apologize for
any misunderstanding you might have had when purchasing the ************  The brochures advise to check our authorized
website, www.brother-usa.com for
further information in regards to the software operating systems. 

 

We will continue to offer a set of LC75 ink cartridge for
your trouble in the matter as we do believe it may not have been clear in the
direction.  However, as we advised any type
of refund you will need to contact the place of purchase.    Brother cannot interfere nor dictate refund
or return polices of retail stores.

 

Please follow up with me at *********************
Monday through Friday from 9:00am to 5:00 pm EST to

redeem this offer.







Sincerely,



Mike F*****

Executive Office

Brother International.

Consumer Response:
Complaint: ********

I am rejecting this response because:

Mr. F******

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,

******* ********

12/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased two items for my fax machine this morning and charged them to my credit card before my bank was open; when the bank told me the charge was too much this late in the month, I called Brother International back to reverse the transaction, but was put on hold for nearly an hour; when the agent (Rose Mary finally came on the line she told me she would void the transaction and that it takes a day or so for the purchase to be reversed. I called back to say that the transaction needed to be reversed today, in that I do not want to incur any negativity with my bank; Rose Mary assured me the matter would be taken care of promptly for this disabled customer; when I called my bank this afternoon; the transaction had not been voided; I called Brother International again and spoke to Cleve and his supervisor, Mike both of whom stated that the Billing Department was closed, and that there was no way to reach them after hours.

Desired Settlement: I am in need of a refund for the two products which amount to $63.00, as was promised this afternoon by Rose Mary, during my third or fourth call to Brother International today.

Business Response:

Dear BBB,

 

We have supplied a letter from our sales department on 11/19/15 (which I have attached for your recrods).  The order was placed and immediately cancelled.  Because the order was immediately cancelled, the order never invoiced, so no charge to be refunded.  There might have been a hold placed which the customer noticed or "Pending transaction" but that should have been removed and not charged by Brother since the order was cancelled.

 

If you have you further questions or concerns please contact me at **********************

 

 

Sincerely,

Mike F*****

Customer Relations
Brother International

10/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased the Brother *** **** scanner on ****** in September 2014. After scanning approx 3000 pages on it, it broke down with a multifeed error. ****** wouldn't refund me because I was over their 90 day return policy, I contacted Brother and after much struggle, they agreed to exchange my machine and send me a "new" one. I no longer need the scanner and since ****** wouldn't refund me (after their 90 day return policy), I decided to turn around and sell this "new" scanner that Brother exchanged on **** because this was the only way I would get my money back... and even then, not the full amount. I purchased it for $286.06 on ****** and sold it on **** for $270 but I also paid for shipping which was $33.72 and **** took out a $27 fee. Which means I was selling it for $209.28 which was $76.78 less than what I paid. Well, I sold it on **** and shipped it out and the person requested to return the scanner for a full refund because he somehow found out it was REFURBISHED and I had listed it on **** as "brand new." Basically, calling me a liar. So now, I had to pay more shipping to pay for him to return the item... around $10 more for this. Now, I have this refurbished scanner that I can't resell for $286.06 + all the other costs to recoup them and Brother won't do anything about it. They barely answer the emails that I send them. These are the 2 ticket numbers I sent, including a Google Drive link to all of my backup documents and pictures : Sept 23, 2015 email ticket # ************* (no response) and Sept 29, 2015 email ticket # ************* * that one was responded to but basically saying they couldn't do anything for me. I need a resolution to this. Here is the ****** ***** **** to all of the backup: *******************************************************************************

Desired Settlement: I want to return this machine to Brother (they pay the shipping) and I want the following expenses reimbursed to me: $286.06 (my original cost of the scanner) + $33.72 shipping of scanner to **** purchaser + $27 **** fee + $10 shipping for **** purchaser to return the item to me which totals $356. I want to return this scanner to Brother at their expense and then have them refund me $356.

Business Response:

Dear BBB,

As we advised in our first response on October 15, 2015 along with the warranty statements we attached.  Brother stands behind the ******* with our warranty terms and conditions.  What this consist of, is, if we elect to replace the machine due to mechanical troubles, we reserve the right to send a refurbish or remanufactured replacement.  This in lieu of whether the customer purchased a “New” or “Remanufactured”  machine from our authorized retail chain (s) that sell our product.

We are respectfully declining *** ******** request to be reimbursed.  Any type of refund or return of the product, she will need to contact the place of purchase 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 on the *******.

Sincerely,

Mike F*****
Brother International
*********************

Consumer Response:

Complaint: ********

I am rejecting this response because:

Nothing has been resolved. Brother is not even acknowledging the fact that the original brand new machine that I purchased should not have had an issue within 3,000 pages of scanning. They are not even acknowledging the headache that I have had to deal with in this entire process. I am extremely disappointed in their level of customer service. They clearly do not want to keep their loyal customers. One thing I learned in business school was that it costs more to obtain a new customer than it does to retain one of your existing customers. 

Mr. F****k clearly did not even thoroughly review the ****** ***** documents or he would see my chat conversation with ****** where I asked them for a refund for this product before receiving the refurbished machine from Brother. 

I would like to see a resolution to this. 


Regards,

***** ********

10/19/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a MFC L2700DW laser printer in June or July of this year. After about 2 months I started receiving an error message concerning the Units Drum. I went through the procedures on resetting the drum unit to no avail my product was still giving me errors. The printer costs around 150.00 dollars new. The drum in this unit retails for 103.00 I wasn't to happy about replacing a drum that is almost as expensive as the printer new. I figured it wouldn't be an issue I could call brother to have them warranty the drum out. I called and explained my issue. I told them I had already taken the drum out moved the green tab back and fourth to no avail. I told them I had reset the drum already and the error still showed up. She informed me at that point that resetting the drum would damage the unit. I told her the unit worked except kept giving me the drum error. She had me take the drum out and inspect it for damage or debris there was none. Then she advised me to reset the drum. I ask her about the fact that she told me it would damage the unit to reset the drum a few minutes ago and now she is advising I reset. She said she was simply giving directions and that it would in fact not do any damage. So in other wards she lied. Long story short I ask to speak to a supervisor who informed me the only thing he could do is if I emailed him a copy of the receipt he would send it to another department who would contact me and send a technician out to my house to inspect the unit. This is crazy. I have never heard of a company sending a technician out over a 150.00 dollar printer to replace a 100 dollar part. I bought another printer.

Desired Settlement: I would like to be refunded the full amount of the new printer I had to purchase which was 160.49 this was purchased both time from ****** ******

Business Response:

Dear BBB,

As a good will gesture we offered *** ******* a replacement drum (DR360) and a high yield toner cartridge (TN660).  The customer accepted our gesture. 

Sincerely,

Customer Relations
Brother International

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Regards,

**** *******

10/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a Brother embroidery machine April 2015. It has been to an authorized Brother dealer 3 times for repair. Still having problems with the machine. Lady at store stated that in her opinion the machine was a lemon and I should ask for a replacement or refund. After contacting Brother company they refused to replace the machine. I have been out lots of money on travel, materials, and goods. I also have hypertension and the last 5 months has been very stressful on me. I feel the stress has caused a negative health impact and was unnecessary.

Desired Settlement: I was originally fine with a replacement. Now I would like a refund. I will not buy from brother again.

Business Response:



 

 

Dear Ms. Scharko,

 

I am following up on BBB complaint that was filed on 10/2/15
in regards to J****** ******* ***** sewing machine.  I spoke with *** ***** on 10/1/15 about the
issue he was experiencing with the Brother PE-770 sewing machine.  It was explained to *** ***** that we could
not issue a replacement PE-770 until the unit was shipped back to Brother for
proper inspection.  If the unit cannot be
repaired to operate under the specifications in which the unit has been
designed to operate at, then we could issue a replacement unit.  Brother has paid for the pickup of the
machine under ***** tracking number ****************  


 

Once we have a
full diagnose on *** ******* machine we then can determine if a replacement
unit is needed.  However, any type of
refund request, he will need to contact the place of purchase concerning their
return and or refund polices.  Brother
International cannot interfere or dictate refund or return polices from retail stores.  Brother will fully stand behind the terms of the
warranty statement that was provided with the machine, which I have enclosed a
copy of in this email. 

 

If you have
any further questions I can be reached at **************** ***** Monday through
Friday from 9:00am to 5:00pm EST.



Sincerely,



Mike Fifick

Executive Office

Brother
International

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* *****

10/18/2015 Problems with Product/Service
9/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After installing Windows 10 on my PG, my Brother would no longer print from my PC. It still prints from my laptop which runs Windows 8. I contacted customer support on Sept. 16, 2015. After an unacceptable amount of time on hold, I spoke with a representative. He then transferred me to another representative, who told me he would have to escalate the issue to another department. A call was scheduled for Sept. 17 at 5pm (central). That call never came. I blocked out time to receive this call, and it is unacceptable that Brother International just chose not to call. It is also unacceptable that their technology was not ready for the roll out of Windows 10. It is not as if Microsoft sprung Windows 10 on the world with no announcement...this has been in the works for at least a year.

Desired Settlement: I am not spending 2 hours on hold again. My time is as valuable as theirs. I fully expect a call from a technician at Brother to fix this issue with this model printer and Windows 10. This printer was not exactly cheap and there is no excuse for this company's attitude toward their customers.

Business Response:

Dear BBB,

 

This email is to follow up from a complaint that we received
from *** ****** in regards to his Brother There was an “DIFX install error” the
customer was experiencing.  We do have a
solution in place that explains this error which is at the following link:

 

https://brothercustomerservice.custhelp.com/app/answers/detail/a_id/61091

 

“During
the software installation I receive a Difx driver package error. What can I do?

This
can be caused by interference with third party anti-virus/firewall program, or
a 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 disabling
your third party anti-virus or firewall does not resolve the issue, this may
also occur if there is a problem with the DriverPackagePreinstall function pre-installing a driver package for a Plug and Play (PnP) function driver in
the DIFx driver store. Please contact your PC manufacturer for
further assistance. “

 



However, I arranged to have my highest
software support reach to *** ****** on 9/22/15.  They were able to provide a work around using
WIA driver and Paperport12SE, which the customer found acceptable. 

 

If you have any further questions, I can be
reached at *********************

 

Sincerely,



Mike F*****

Brother International

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** ******

9/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased my MFC Brother printer about 9 months back and it's worked flawlessly. I switched from ***** so the quality of the product was much greater and loved the wireless capabilities as it was my main selling point. Our Brother printer kept displaying "low ink" for colors we were rarely using (like Y and M), we mostly used black for our college papers and rarely the colors. Replacing those inks with the authentic brand of Brother, our printer started acting up after some rolling black outs in Fresno. Once reset, the wifi settings had completely been deleted and we followed the steps to add the printer back on our network. Once back on, the wifi symbol appears on the brother printer yet is not recognized by any of our iPhones or MacBooks. I called the customer service center twice, on August 17th at 5:21PM PST. This call lasted 42 minutes and got nowhere, we went over traditional troubleshooting steps that I was familiar with as I had done them previously and the unit was still not printing on our wireless network. I was placed on hold then hung up on, I contacted again the following day and remained unsuccessful at getting my printer to function properly.

Desired Settlement: It's unfortunate to go this route as I know Brother will be able to address theses issues once they arise but with workers unable to execute things correctly I've been left with no choice but to be heard this way. All I ask is for a settlement is a functioning printer with the same capabilities, thats all. I enjoy your guys' product very much so and it's an unfortunate first time experience, I anticipate it to be a hardware issue but having a printer that functions is vital to my success with school and work.

Business Response: sent follow up email to the customer;



Good Morning *** **********

 

This email is
to follow up on a BBB complaint that was filed on August 26, 2015 in regards to
your Brother ********* not printing on your wireless network.  We are sorry to hear about the troubles you
have had in reaching our customer support in attempt to resolve your issue.

 

We can arrange
for an in house software technician to contact you at convenient day and time
to help address this issue.  It would
have be Monday through Friday from 9:00 am to 6:30 pm EST, excluding holidays.   Please let us know what day and time we can
arrange to have software technician contact you. 

 

Sincerely,



Customer Relations

Brother
International

8/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I buoght MFC-9130CW Printer on 10/28/2014 from ***** **** online with Square Trade Warranty. Since I bought this printer, its' Scan Function is not working properly. So I called Brother Customer Service-************** to solve this problem. That time agent did troubleshooting by phone, and after that it was working for 2 to 5 days and after that again I have to faced same problem. I called lots of time to Customer service and every time after troubleshooting it was working for few days and after that same problem. So finally I called on 08/18/15 and explained everything to agent, and he told me that machine is defective so return it. And for that agent gave me Ref. No. **********. I talked with Seller ***** **** but they said that machine is under warranty of manufacturer so they can take it back and not the ***** **** as per their return policy. So on 08/20/15 I called to Brother Cust. Service. But they just collect my same and same detail like name and phone number and model no. only and put me on hold up to 1 hrs or more and finally they cut/hanged up the phone. I called 6 times on same day, but they just collect my personnel details only and didn't help me out, they just transfer my call one agent to others' and made fun with me. Finally at 6 P.M. (PT) one agent told me that call tomorrow. I am calling them since 10 months for same printer issue/problem and till today they didn't solve it OR they don't want to give me any other options, like repair or exchange. OR they don't want to take care to solve my problem. They behave like DATA Collect Center. Every time when I called they asked me about my phone number because if phone gone a disconnect, they can call me back. But after 6 times call disconnected, they didn't call me back and I called them with all my same detail only...even they didn't keep my previous called details. Simply.. They don't have interest to resolve my printer problem.

Desired Settlement: I want my printer will work properly as per they described it's functions. ASAP. And If they want to repair it OR replace it, meanwhile I need other option/ Printer for running my business.

Business Response:

 

 

Dear BBB,





On August 18th, 2015 *** ***** contacted our support for an unable to scan
issue. We were able to resolve his issue and *** ***** inquired about multiple
pages of being scanned. Our agent explained this. *** ***** did not like those
methods which he inquired about a refund. This is when we explained to him that
Brother does not offer refunds on products that are not purchased directly from
Brother International. We then referred the customer back to the place of
purchase (which in this case was **** ****).  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.

 

Further
troubleshooting does need to be completed if *** ***** is still experiencing an
issue with scanning.  We would be more
than happy to arrange a convenient day and time that one of our software technicians
can contact the customer.  This is of
course is under our normal business hours Monday –Friday (9:00am to 6:30
EST).  To arrange for this I may be be
reached at ********************* Monday- Friday from 9:00am to 5:00 pm EST.

 

Sincerely,



Mike F*****

Executive Office

Brother
International






Consumer Response: WE ARE READY IF BROTHER TECHNICIAN WILL COME AT OUR HOME AND CHECK THE PRINTER/MACHINE AS SOON AS POSSIBLE. BECAUSE WE HAVE A PROBLEM SINCE PAST 10 MONTHS. PLEASE LET ME KNOW DATE AND TIME BY E-MAIL ADDRESS: ********************* OR BY CELL PHONE#************. THANKS FOR YOUR RESPONSE. 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Regards,

****** *****

8/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was having an issue with printing on a Brother DCP-8085dn purchased within the last 3 years. The printer was not processing printing jobs but perfectly functioning as a copier / scanner. While going through troubleshooting with the tech support agent, the printer was put into maintenance mode, rendering all activities nonfunctioning. The tech agent then could not get it out of maintenance mode, and told me to contact a third-party computer company for support. He said that because it was out of warranty Brother would not cover any costs. Their "expert" essentially took a working copier / scanner with printing problems and turned it into a $400 paperweight and said there was nothing the company could do and no additional support could be provided. The tech support agent agreed that the problem is most likely a firmware issue and not a hardware problem that can be simply fixed by replacing a part. Brother is not standing by their product or supplying reasonable support after literally exacerbating the problem .

Desired Settlement: I would like my printer to function properly.

Business Response:

Good Afternoon,

This email is to follow up regarding *** ******* 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*****
Customer Relations
Brother International

8/19/2015 Problems with Product/Service
8/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i wasted over a hour to speak with support! I get one, in MANILA, they can not help and transfer me to another! THIS has happened 3 times/i just bought a MFC-L27000DW, from ******!Your support is beyond Your hold times ridiculous!I need support to set this Combo Printer up/It copies okPRINT? need support for softewareFAX i tried, this is a **** line, it does not FAX, as is!My old MFC-7840W faxed most of the time thru ****.Thensuper sleep came on, this is 123 complaints on ****** abiut this!This machine *****.Your support *****.I am calling ****** and having this junk printer returned!I will buy **************, to use **** need lowest possible baud setting, as per all Internet reviews.SO I after many calls and can not get a agent, waiting my timeright now after 20 minutes hold your C/S line disconnected! while on hold at 9pm, rwgardless people as me on hold! YOUR C/S is a disgrace!

Desired Settlement: take printer when it comes back to you  

Business Response:



Dear *** ******

 

This email is to follow up from your complaint that was
filed with the BBB dated August 5th, 2015 with regards to your
Brother ***********.  We do apologized
for any inconvenience, but our software department has had a higher call volume
to date, due to Windows 10 release.    We do offer support via email and chat at www.brother-usa.com.  There are also some great FAQ’s on this site as
well for your product.  We have enclosed
some links with regards to your **** concern for both receiving and sending
faxes.

 

http://www.brother-usa.com/FAQs/Solution.aspx?FAQID=200000049750&ProductID=MFCL2700DW&Keyword=****

 

http://www.brother-usa.com/FAQs/Solution.aspx?FAQID=200000049755&ProductID=MFCL2700DW&Keyword=****

 



We hope you find this information helpful. 


 

Sincerely,



Customer Relations

Brother International

Consumer Response: Complaint: ********

I am rejecting this response because:
BROTHER offshore C?S to Dominican Republic, and  Manila, and who knows where else!
THERE is ZERO tolerance, to C/S that *****, and care less and just to mass market more cheap Chinese made products! I am not sure what ****** does, that is my next choice, most likely will be based upon C/S, all printers do same thing.
Incidentally if BROTHER was interested, the fuser quit warming, and i am still using original drum, and was told these should go 35,000 pages least by Brother C/S... Let them send me a fuser!

HIRING offshore, eliminating USA jobs there is no defense not having enough SUPPORT!

I will most likely never have a BROTHER anything!

Regards,

****** *****

8/3/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Just over a year ago (13 months) I purchased a printer (MFC-J4710DW) from an office supply store. Fast forward a few months and the machine won't stay powered on. It would boot up and immediately shut down. To their credit, Brother replaced the machine with minimal fuss, though it was a refurbished unit. A couple of months later my replacement machine has suddenly started jamming every time it pulls a sheet of paper. I was annoyed but Brother replaced it with what they told me was a new machine. I open the box and start setting it up. I discover that there is paper wadded up in the back of the paper tray. This was my first red flag. I finish setting up the printer and it finishes it's test page and the magenta isn't working correctly. I follow the onscreen guide and it runs a cleaning cycle and prints a test page. It's worse. I go through this process with each test page getting worse and worse to the point that the cyan also stops working. Brother absolutely refuses to do anything other than send me the exact same model...again. I have tried to explain that I have given this model three chances and that I would like either a) a refund b) a different/comparable model. At every turn and every support level, I have been told "No, we can't do this. Our warranty stipulates that you can have a replacement of the same machine." They have even gone so far as to tell me that I can't be refunded "because you didn't buy it direct from us and we don't have the money to give you. You bought it from [******] who bought it from us.] I don't feel like I am being unreasonable. After having 3 of the same model, I simply don't want that model any longer. I have been told "we will stand behind our product" but only the product I purchased. They WILL NOT send a different model because "that is not what you purchased". I have never dealt with a company with such poor customer service. They absolutely refuse to budge an inch to make the situation right.

Desired Settlement: I would like a different/comparable model to replace this one, or a refund. Whether I purchased the printer direct or not, they still got paid for it and I'm stuck with a broken printer. It is completely unacceptable for 3 printers to fail within a year. I could understand if I printed hundreds of pages per week, but that is not the case. I don't print very often, maybe a few pages a month. I have not run out of ink in any of the printers because they fail before the cartridges run out and I'm still on the first pack of paper I purchased a year ago.

Business Response:

Dear BBB,

This email is to follow up on matter you brought to our attention on June 25, 2015, related to Mr. ****** *****, case# ******** with regards to his request for upgraded Brother machine.  Our customer support manager spoke with Mr. ***** on June 23, 2015 and advised him that we could not provide an upgrade to a different machine however, we will fully stand behind the terms of the warranty that came with his Brother MFCJ4710DW.

I spoke with Mr. ***** directly on June 25, 2015 and apologized for any inconvenience he might be having with the replacement unit.It#s not attention to send out malfunctioning machines as replacements to our customers.  According to the recorded calls, Mr. *****did not want to finish troubleshooting the problem with the replacement MFC-J4710DW.  Normally, under our warranty terms and conditions this is required before a replacement machine could be offered.  I advised Mr. ***** that we would issue a new MFC-J4710DW without and further troubleshooting due to the inconvenience he has been experiencing.  At this time, Mr. ***** only wanted to be upgraded to a new and different machine.   We will continue to stand behind our offer to replace his current MFC-J4710DW with a brand newMFC-J4710DW.  Due to the trouble#s he has experienced with the replacement MFC-J4710DW, I will also include an extra set of LC103 inkcartridges as a good will gesture.

If you have any further questions or concerns I can be reached after the holiday on July 7th, 2015 at ********************* from 9:00am to 5:00pm EST.

Sincerely,

Mike F
Customer Relations

Brother International

Consumer Response: Complaint: ********

I am rejecting this response because:

As I have stated to the folks at Brother numerous times, I have given this model of printer 3 chances. When the third one doesn't work correctly out of the box, troubleshooting shouldn't be necessary. Any company operating under the guise of having some form of customer service should attempt to make things correct for the customer. Instead I've been sent through countless levels of "customer service" to be told at every turn that the only thing they can do is send me my 4th of the same junk model. It is not unreasonable to ask for a different model of printer or even a refund at this point but they are acting as if their warranty terms (which you don't know until its too late) are written in stone by God himself. 

Regards,

****** *****

Business Response:

Dear Ms. *******,

I have attached a formal letter addressed to the BBB with regards to Mr. ***** concerns.

Sincerely,

Mike F
Customer Relations
Brother International

Consumer Response: Complaint: ********

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,

****** *****

7/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a brand new Brother brand TN420 for my Brother DCP-7065DN yesterday afternoon. I printed about 50 pages on it and the pages started to have fading on it. So I removed the toner, moved the little green tab back and forth to make sure all was clean and checked the drum life, which is marked at 47%. This green tab really did nothing and next thing you know the printer said replace toner and would not allow me to print further. This in less then 24 hours and less then 60 total sheets of paper. This is ridiculous. I have three Brother printers and have never seen a toner have this kind of a problem before.

Desired Settlement: I am requesting a replacement cartridge/toner.

Business Response:

Dear BBB,

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 Relations
Brother International

Consumer Response: 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 4:30 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 normal 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,

****** ********

Business Response:

We spoke with the customer on 7/2/15 - Our agent had to reset the toner cartridge, do avoid the error message from reappearing.  We also emailed a solution to the customer to help resolve this issue should it happen again in the future.

Consumer Response: Complaint: ********

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,

****** ********

Business Response:

As a good will gesture we can issue replacement TN420 Toner 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 BBB 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 F
Customer Relations
Brother International

6/30/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: First, this form does NOT allot enough space for me to write my FULL complaint of what happened. I have waited over a week for a manager to call me and resolve my complaint. I thought the Brother International Corporation was so great; it has simply floored me to know that they would hustle consumers and vendors that have invested money into purchase Brother Products. I own a MCF-J450DW muti function machine. I would have never noticed the Brother International Corporation had illegally advertised and marketed the product, if my yellow ink would not been empty while I was trying to print a black and white (gray-scale) document ONLY. June 8th, 2015, I thought the machine was broken as I could not understand why it kept prompting me to change the yellow ink, when I specifically entered in the computer settings black and white (gray-scale) print. I boxed it up and brought it back, but my local store no longer sells the item there; and they had no information on it. So, I called the customer service number on the box to see if Brother had in fact set the machine up this way. I told the Brother rep if the company designed it this way this WASTES ink, and people’s money as yellow ink has NOTHING to do with printing a black (gray-scale) document. She responded, if you want black and white documents you should purchase a printer that does not use color...Really??? I informed her NO, for THIS print job I do NOT need any colored ink, and since I have black ink the printer should PRINT unless your company designed it NOT to (and I found evidence of it online after leaving the store)... I told her you are not helping, I've asked you a yes or no question, either your company has set the machine to refuse to print if any ink cartridge is empty/low or they have not. It is very simple yes or no; but since you refuse to answer me, I do not want to speak with you. I told her to go get her supervisor, but she said he was on the phone and would call me back within 2 hours... ??

Desired Settlement: STOP LYING! My few choice words for the Brother International Corporation/managers: Brother states ON THE BOX, in white text, ONLY change the cartridge that needs to be replaced and the yellow super-scripted triangle denotes additional purchase required. Your company should be SUED, it is ILLEGAL and it is also FALSE advertisement. FACT, ALL ink cartridge cartridges work NOT as FOUR INDIVIDUAL ink colors, but as ONE unit. That's right, run out/get too low of any color and EVEN IF THE OTHER 3 ARE FULL the printer will NOT print at ALL! This means Brother IS intentionally LYING and DEFRAUDING consumers by selling, advertising, and marketing their printers in a way that implies to consumers they will SAVE on ink cost, when in fact they will spend MORE on ink cost. And Brother was established in 1954, so who can say how many people they have defrauded or for how LONG? I WANT to be compensated for the printer, additional ink, and paper all wasted on this machine, which totals about $150!

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

Consumer Response: Complaint: ********

Greetings,
Please see the attached word documents with my explanation and proof of why I do not accept Brother's response. 

Regards,

******** 

Business Response:

Dear Ms. ***,

We are sorry to hear about any  problems you have with your Brother MFCJ450DW.  Our customer support is available Monday through Friday from 9:00am to 9:00 pm EST and limited support on Saturdays.  We can be reached at 1-877-******** or via online chat or email at WWW.***************

With regrads to our follow up letter on 6/25/15, we felt it was imporant to you to have an undestanding as to why the ink cartridges might being used even if your not prinitng in color.  We do understand any confusion this might have caused yet which is why we have offered you a set of the LC101 cartridges as a one time accommodation.  You would receive one (1) yellow, (1) magenta, (1)cyan, and (1) black ink cartridge with this set.  As we mentioned in our previous letter we do need to confirm your shipping address so we can send out these cartridges.  We hope this informaiton is helpful to you.

Sincerely,

Customer Relations
Brother International

Consumer Response: Complaint: ********

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,

******** 

6/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Brother XL2600i sewing machine in August of 2013. I purchased it as the website showed it as a 5 star best model for quality of inexpensive sewing machine. I used it several times and then the bobbin thread started bunching up and making big knots of thread. I took it to an authorized dealer. He repaired it, it worked for a couple of months, it started doing it again, I went back to repair shop, I got it out a month ago working, tonight I had some straight stitching to do, and the same old problem is back. This will be the 4th time to repair shop with a warrantee going away soon and then NO help solving problem. I called Brother and asked about getting them to exchange me another machine. They said no..just repair. Once it goes out of warrentee it will cost $45 each month to repair the same problem in the bobbin casing. I want another machine. I use my machine a lot and can not be without it, I have to keep borrowing machines from friends to continue. This is not fair. I am a senior citizen that is being taken advantage of. Please help me get a new machine.

Desired Settlement: I want another sewing machine to replace this bad product. I know that lemons happen and the company has this statement on their website: "Please know that Brother is absolutely committed to providing the highest quality products for our customers. Brother's decision is a reflection of that commitment and is one way Brother looks to attain customer satisfaction"

Business Response:



Dear *** *******

 

This letter is to follow up from a Better Business Bureau
complaint that we received with regards to your Brother XL2600i.  We are sorry to hear about any trouble you
are experiencing with the product.

 

Brother will continue to stand behind the terms on the
warranty that comes with the XL2600i, which is one (1) year from the original
purchase 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 the
machine if either our Authorized Service Center could not fix the issue, or if
the machine was sent back directly to Brother in which we could no fix the
machine.

 

If you are experiencing an issue with the machine sometimes
contacting our customer support can help resolve the issue before bringing the
machine to our Authorize Support Center. 
They may be reached at ************** Monday through Friday From 9:00am
to 7:00 pm EST or via email which can be found at *******************.   We hope you find this information helpful.

 

Sincerely,

 

Customer Relations

Brother International

Consumer Response: Complaint: ********

I am rejecting this response because:

I made an agreement with the seller of the machine.  They were very helpful and it was settled this morning.

Regards,

**** ******

6/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased some items from ***** *** *** *** ** ***** ***** on March 21, 2015. I got a loan through their finance company for the amount of $12,000. I have made 2 payments toward this amount, paid the $720.00 in taxes at the time of purchase. They told me that two of the three things I purchased were on 'backorder' so they would call me when they come in. I purchased a Brother Dream Machine Sewing Machine, and a Brother Scan and Cut. Both of with were supposed to include $50 **** prepaid gift card(Scan and Cut) or '$2300 Accessory Bundle'(Dream Machine). The gift card explaination was very unclear, but I thought it would automatically be sent out by Brother in the mail. The '$2300 Accessory Bundle' was included with the purchase of the Brother Dream Machine, or atleast that is what ***** told me. I have not at this received, the gift card or the information in regards to it, I have not received the Brother Scan and Cut Machine, nor have I received the '$2300 Accessory Bundle'. I have made repeated attempts to get a date as to when my items will arrive, to no avail. I have been put off a number of times by *****' staff, by them blaming it on Brother or strikes.

Desired Settlement: The items promised or purchased me from Brother or ***** *** whom ever is responsible: 1) Brother Scan & Cut Machine (CM550DX) in original purchase agreement 2) '$2300 Dream Machine Accessory Bundle' in original purchase agreement 3) $50 Prepaid **** gift card, for purchasing a Brother Scan & Cut (CM550DX) in original purchase agreement 4) Accessories (Thread, cutting blades, etc.) for machines totaling $500 for loss of income, resolution

Business Response:



Dear
*** *******





This letter is to follow up from your Better Business Bureau Complaint that was
filed in regards not receiving the necessary accessories you promised during
the purchase from ***** *** * ***. Brother has followed up with ***** and
they advised us you have received the Scan N Cut machine and the $50 pre paid
gift card. They informed us that the luggage for the VX8500D has not arrived
yet.



After further investigation there was an error in processing the order in which
the luggage was not sent to this dealer. We have corrected this error and
processing the luggage to be shipped out by Monday, June 1st , 2015. They
should be receiving this luggage sometime next week, which you will receive a
follow up call from ***** Sew & Vac. We do apologize for any inconvenience
this delay has caused you. If you have any further questions please contact me
at ************ Ext.***** Monday through Friday from 9:00 to 5:00 pm EST.



Sincerely,



Mike F*****

Customer Relations

Brother International

Consumer Response: Complaint: ********

I am rejecting this response because:
I was unaware that a response was required. I am doing so now. I have
received the Brother Scan and Cut Machine. I have still not received the
prepaid **** card for the purchase. I have also not received the Dream
Machine Bundle. It was stated to ship on June 1, however has not been
received as of today. Sorry I misunderstood the initial response.
Thanks for your help with this matter.


Regards,

******* ******

Business Response: Dear BBB,

We have confirmed with the dealer that luggage arrived on Tuesday, June 9, 2015 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 F*****
Customer Relations

6/26/2015 Problems with Product/Service
6/21/2015 Problems with Product/Service
5/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased a Multi-Function brothers printer on December 2012. When we made this purchase we also purchased a two year warranty with it. In October 2014 we started having problems with printing issues. I called and ask if someone could come and take a look at it, and that we had a warranty on it. Well I was told that the warranty that we have does not cover repairs or parts. Furious with this this and wasting money on a warranty that was no good to us, we were forced to pay for the parts. On September 14, 2014 we replaced the Brother waste toner box and thought maybe that was the issue. It fixed the dots that were on the paper but not the lines going through the paper. On October 1, 2014 we replaced the entire Drum unit. That fixed the problem for a little while but then the lines returned. As of today May 20, 2015 a new error message came on and said we needed to replace the drum unit. THe drum unit is only supposed to be used if you make over 25,000 copies. We do not make 25,000 copies when we changed the it the first time. At the most we make about 300 copies a year. There is no way we should be experiencing all of the problems with this item.

Desired Settlement: I would like it either repaired or send me a replacement. We spent a lot of money to replace the drum and there is no way we should have to replace another one in less than 6 months..

Business Response:

Dear BBB,

Brother has spoken with *** ******* 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 **********************

Sincerecly,

**** ******
Customer Relations
Brother International

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They were very helpful in trying to resolve this issue.

Regards,

******* *******

5/26/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: We have a Brother Multi-Function LaserJet (MFC-9330cdw). It keeps breaking. They have replaced it 6-7 times. They tell us that each time they extend the warranty period by one month. But the new devices keep breaking. The device broke again. We called them. They sent a new one. The new one started malfunctioning the same day. (this happened once before too, which of the delivery guy b/c they deliver these heavy boxes 1-2 days apart, all because Brother can't make a printer that works). This time the printer destroys the printouts, though doesn't always generate an error message. It happens intermittently. It has happened 6 times today. Recall, this is on a printer we received today (it may not be new, Brother is very clear that they can send refurbished printers). I called Brother, but they said that because the error is not constant, and because I cannot duplicate it on the phone, then there is nothing they can do. They said I can take it to a Brother center but if they can't find anything wrong, I will be charged for the service call. I don't care about the charge for the service call, I just don't want them not to be able to fix the device (and I don't really have time to go to a service center...I asked Brother to come here, but they declined). Since it's not sure that the intermittent problem will recur at a service center, and it's likely they will do nothing other than waste my time and proudly return a broken printer, I declined.

Desired Settlement: If they would take the printer back and refund my money, that would be awesome. I wanted them to do that last year but they wouldn't. Given the consistency of the replacements breaking, I can't be the only person this has happened to. What have they done for the other people?

Business Response:

 
Dear BBB,
 
We have attached our response from December 14, 2014 to *** ******* with regards to a BBB 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.
 
*** ******* 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 *** ******* 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 ********************* Monday –Friday from 9:00am to 5:00pm EST.
 
Sincerely,
 
Mike F*****
Customer Relations
Brother International

Consumer Response: Complaint: ********

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,

**** ******** **

5/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have owned a Brother HL-2270DW printer for about 8 months. It worked fine for a couple weeks but then I started having terrible problems with the connection which required constant network resets, factory resets, driver reinstallation, etc. This problem was present on each computer (a total of 3) that connected to the printer. I have spent a total of at least 16 hours on the phone with customer service trying to address this problem. Today, a new problem showed up involving the printer saying it's out of paper - and refusing to print - despite having paper in the tray. I called and was told it was either a program issue or a software issue - despite this being a problem persisting across different programs and different computers. The customer service rep said we had reached a dead end. I asked for a replacement. She suggested that I bring the machine to a customer service center. If they find a problem with the printer then they fill fix it free of charge, as I have a product warranty. If they do not, however, they will charge me for the labor. I was never told how much this would cost. It was left open. This of course provides absolutely no incentive for the store to actually "find" anything. I refused to do this, especially since I had a warranty, and asked to speak with a supervisor. She said he was on the phone but he will call me back when he finishes. Several hours later I get a call back from the supervisor. He tells me that before he can offer a replacement he has to "Exhaust all possible options." This included doing things I have already done, like factory/network resets, reinstalling drivers, etc. I told him this but he refused to budge. I had spent enough time on the phone in my life with Brother Customer Service, and I have a Contracts final tomorrow, so I'm not about to waste more hours of my life. I will admit to having lost my temper, and I apologize for that. But I believe that Brother's position is nonsensical and unfair to consumers.

Desired Settlement: I would like my unit to be replaced. I think that that is only fair. If that can't be done, then I will need a refund. At bare minimum I will be willing to settle for sending it to a repair shop, under the condition that a) shipping is free and b) I will not be charged a dime if the repair shop "finds" nothing wrong with the unit. As an additional note, I would like to recommend Brother change their repair policy. It disincentivizes stores from actually finding or fixing any problems, and given my problems with Brother customer service in the past, I believe that my distrust is warranted.

Business Response: Voice message left for customer on 5/22/15 at 10:00am EST.  Left contact information to call back.

Mike ******
Brother Interational
************ ********

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Regards,

**** ******

5/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I recently purchased a Brother MFC J870dw printer. The product received decent reviews and was reasonably priced. However, after only having the device for a short period of time I was required to change ink cartridges. The problem arose when, upon replacing the black ink cartridge each of the other cartridges were suddenly recognized as being empty. This has caused me to file this complaint because nothing additional was printed, the only thing that took place with the device was the replacement of a black ink cartridge. It seems odd that replacing one cartridge somehow magically removes the ink form the other cartridges that had moments prior been full to a usable level. The real issue here is that this printer has a feature, not readily specified, in which it monitors the ink levels (and seemingly artificially registers them as "low"), and arbitrarily determines that a cartridge is empty when it clearly is not. Given the price of ink cartridges, and what I assume is a very high profit margin on these items, this seems like a rather peculiar coincidence.

Desired Settlement: All I ask is that the company acknowledge this issue with the ink cartridges. In an ideal world the business might also seek to remedy this problem. I do not feel as though I can request a refund for this item, given that if I had done proper research on this product I would have discovered that I am far from the only individual to encounter this issue. In addition it would be desirable for the company to train customer service representatives to actually address the issues that customers contact them with rather than simply advise them to "change the cartridge" and remind them to use Brother brand ink cartridges.

Business Response:



Dear *** *******

 

This letter is in response to
your Better Business Bureau complaint that was filed on April 27th,
2015 with regards to your MFC-J870DW and empty starter color ink
cartridges.  The Brother website, ******************* contains a 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 LC101 color 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 300 pages at 5% coverage,
while genuine Brother color ink cartridges are approximately 300 pages at 5%
coverage.  The figures are based upon the
following assumptions: Continuous printing at a resolution of 600 x 600 dpi in
normal 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 3 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 nozzles. The 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 substance. If you are
interested in Monochrome laser printers more information can be found at ********************

 

We hope you find this information
helpful for future use.

 

Sincerely,

 

 

 

Customer Relations

Brother International

 

 

 

5/2/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My Brother Printer that I use for my office, printer number U63310L3F425841, ModelMFC-J4510DW, is approximately 6 months old and is garbage. It frequently jams paper if making more than a few copies. That is not the main issue. The main issue, is that I phoned customer service regarding a print quality issue. The black/white printing or grayscale printing is faded, with lines through it and illegible. I replaced it it with new ink twice and to no avail. I called customer service and the tech Victor, while very pleasant, could not solve the problem. We tried cleaning not once, not twice, but 4 times and each time it was worse. I asked for a supervisor and was told there were none. A company with a reputation such as Brother, should ALWAYS have a supervisor available. I have a business, I cannot continue to waste time on this or with a company that does not care to satisfy its customers. I tried Brother based on it's reputation but will be taking my business elsewhere.

Desired Settlement: Full credit or check in the amount of $259. I run a business and use it for that purpose and cannot have my printer down for repair time and have an unreliable customer service and product.

Business Response:

Dear *** ****** *
 
This email is in response to the email you sent to the BBB on April 17, 2015 concerning a problem you are experiencing with your Brother MFCJ4510DW
 
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 MFCJ451DW product comes with a two (2) year warranty from the date of purchase.  This warranty will cover any mechanical or electronic issues that may occur during the two (2) year warranty period.  Under the two (2) 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 two (2) 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.
 
Sincerely,
 
 
 
Mike F*****
Customer Relations

4/22/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased this machine because it has advertised on the outside of the box - comes with a hard carry case. On the ****** website where Brothers is the seller, it also states in the Product Description comes with a hard carry case. I received a cover, not a case. I called into customer service and they stated there was only a cover in my box. They apologized and said they would send me out a case immediately. I verified with the associate that it would completely enclose the machine with latches, he said yes then stated I should receive it in 7-10days. When I opened that box all that was in it was a plastic cover. I called back today and was transferred over 4 times to different departments, each of them saying they only come with covers "now". The outside of my sewing machine box and the description both stated hard carry case. Just because they may have ran out of cases, doesn't mean they should be able to just replace them with a cover, in my opinion.

Desired Settlement: Just a hard carry case that is described on the box 2 places and in the product description.

Business Response:

 
 
Dear BBB,
 
This email is to follow up from a concern of *** ***** and the purchase of her Brother CS6000i unit.  We do apologize for any miscommunication on our advertisement for the CS6000i.  However we clearly state that a “Hard protective case” is included.  This is also mentioned on link **************************************************  *** ***** included.  We do not mention anywhere on both our authorized web page ***********************************************************************i under specification that “Hard Carrying Case” is included or available for purchase.  As we do not manufacture a “Hard Carrying Case” or any type of carrying case for this CS6000i.  The “Hard protective case” that is included with this machine is to be placed over the machine to protect the unit from any type of dust particles or anything else from getting into the machine which could cause damage.

Again we do apologize for any confusion this might have caused *** ***** during her purchase and will forward her information to our marketing department as customer feedback, to help future marketing concepts.  Please let me know if you have any further questions or concerns.
 
**** ******
Customer Relations
*********************
CustomerRelations@Brother.com
Brother International

Consumer Response: Complaint: ********

I am rejecting this response because: In between filing complaint and receiving this email. An associate named ***** called me stating she was a supervisor for Brothers.  I explained the situation and she put me on hold for a few minutes.  She stated that it was misleading and then stated they had a hard carrying case but it wasn't designed for this model but it was bigger.  She offered to send this to me and I accepted.  This has been over 2 weeks ago but I have not received it yet.  She stated it would go out tomorrow, I would have thought I'd received it by now. 



Regards,

***** *****

Business Response:

Dear *** *****,

I have discussed your concerns with *****, in our customer support. There might have been some miscommunication with regards to processing a universal case for the CS6000i. Brother does manufacture a universal case that approximately retails for $52.00. As a good will gesture, Brother will issue this at no cost to you, as a onetime accommodation.  However, we cannot guarantee that this case will fit perfectly with the CS6000i as this was not manufactured for this product.  Again, we do apologize for any inconvenience with regards to case/cover concerns when purchasing the CS6000i.  This case will ship today, April 22nd, 2015 and should arrive within 3 to 5 business days.
If you have any further questions, I can be reached at ********************* Monday thru Friday from 9:00am to 5:00pm EST.
 
Sincerely,
**** ******
Customer Relations
Brother International

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** *****

4/7/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Brother fails to provide customer service to the west coast customers. I purchased a HL-L2340DW in January 2015. I paid approximately $120. I need assistance in setting up wireless printing. Brother does not provide service to the West Coast customers. Most people get off work at 5 p.m. and take 30-60 minutes to travel home. They do not receive calls after 6 p.m. (Pacific Time). They do not have any week-end hours. I have called FOUR TIMES after rushing home from work. I hold for 30-45 minutes, only to be told, at 6 p.m., they will not answer my call and the line goes dead. Please provide a resolution. This is my first time buying a Brother Printer and I deserve customer service as much as those who reside on the East Coast.

Desired Settlement: I request an opportunity to receive Customer Support (such as a direct line) which will receive and ANSWER my call after 5 p.m. Pacific Time, or on a Saturday. I am EXTREMELY frustrated that this has been going on for many weeks and Brother, literally, does not provide us with Customer support. I leave my home at 6:40 a.m. for work and calling at 6 a.m. Pacific Time is obviously not helpful. Please respond to me. I am a brand new customer and would like to use my printer.

Business Response: Dear BBB,

Brother Intenational, has customer support hours from 9:00am to 9:00pm EST on our Printers, and MFC products.  We also supply customer support on Saturdays from 9:00am to 5:00pm EST.  Our customer support number is ************* Brother currently does not provide any additonal later hours of support.  If you have any further questions I can be reached at ************ ********* Monday through Friday from 9:00am to 5:00pm EST.

Mike F*****
Executive Office
Brother International

4/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We had purchased a brother all in one copy machine because they were supposed to be of good quality. We have only had problems with brother machines. I had to take the first two into ****** *** and exchange them. The third machine started acting up and it four phone calls and almost twenty hours to resolve the matter. We experienced unprofessional staff that barely spoke English. I requested speaking to a supervisor twice and I received excuses of why I couldn't speak to one. I had to call back and ask for one first to speak to one. We finally have a replacement but they wanted my credit card and said they would place a hold on it of $50 until I sent the other copier back? On top of that the replacement is a refurbished machine. I would have preferred my money back so I could purchase another brand copier. We no longer trust brother in anyway.

Desired Settlement: I'm not sure.

Business Response:

Dear BBB,

The Brother MFCJ870DW comes with a two (2) year manufacture warranty from the date of purchase.  If Brother cannot resovle the problem over the phone we can elect to offer a replacement unit of the same machine, however we do reserver to offer a refurbish product if we do not have new machines in inventory.  A credit card is needed to process the swap and a hold $50.00 is placed.  This is to ensure that we receive the malfunction product back.  Once Brother does recieve the prodcut back the old is then removed from the customer's credit card and is not charged in any way.  We have notcied that the orginal product has been returned under *** tracking number ****************** to our Tennessee facility on March 24, 2015.  So therfore the hold of $50.00 has been removed from the customer's credit card.

Please let us know if you have any further questions or concerns.  I can be reached Monday-Friday from 9:00 am to 5:00 pm EST at **********************

Sincerely,

Mike F*****
Executive Office
Brother International

Consumer Response: Complaint: ********

I am rejecting this response because: Under no circumstance should we have been expected to spend 20 hours on the phone trying to resolve issues with this copier. Even after this much time on the phone it was still hard to receive a replacement. As a customer how does this show us that you value our business? Two other issue: is the new copier still under a warranty? 
2. the amount of my ink that you used running tests, and yes you sent some color cartridges towards the end, however this didn't equal the amount you wasted on your tests.
For you to send a refurbished computer instead of a new one is a slap in the face. Disgraceful.



Regards,

****** *****

3/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Approximately 3 months ago I purchased a Brother Printer Model MFC-J870dw. It never worked properly from the beginning. First of all, It would not recognize the wireless router after 2 or more pages and would have to be reprogrammed. Secondly it would not feed one sheet of paper at a time, but several about two inches behind each other. Thirdly the black ink cartridge went empty after less than 15 sparsely printed sheets and would not recognize the cartridge when reinstalled. I called the toll free number and the attendant was sarcastic and not helpful at all. Once again I called and spent over an hour on the telephone with an attendant who walked me through several steps without any solution to the malfunction. I have since disconnected the printer, virtually giving up on using it. I have experienced total dissatisfaction feel I am due some corrective measure.

Desired Settlement: Refund, repair, exchange for one that works.

Business Response:

Dear *** *********
 
 
This letter is in response to your Better Business Bureau  complaint regarding a problem you encountered with your Brother MFCJ870DW
 
The amount of ink your Brother machine uses can vary depending on different factors, the first of which is what you print.  Brother ink cartridges are rated at 5% page coverage, which is the standard by which most companies measure their ink cartridge life.  Of course, if you print at more than 5% page coverage, then the life of your ink cartridges will be reduced.  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 LC101BK, ink cartridge is approximately 300 pages at 5% coverage (letter/A4) in accordance with the ISO/IEC 2471.  The figures are based upon the following assumptions: Continuous printing at a resolution of 600 x 600 dpi in normal 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 using the colors 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 all inkjet machines.
 
Yet another factor 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 3 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 nozzles. The only way to continue printing is to replace the empty ink cartridge or cartridges.
 
We hope this information is helpful to you. If you have any further questions or concerns, please do not hesitate to contact us again.
 
Sincerely,
 
 
 
******* ******
Customer relations

Consumer Response: Complaint: ********

I am rejecting this response because: This printer never worked properly from the start! I understand the consumption of the ink cartridges as I have used and owned printers in the past. After a very short time and less than 2 weeks, with less than 10 sheets with a very low percentage of print, mostly attempting to get it to work, I gave up getting any satisfaction. I don't need any more wordy excuses, only need some sort of compensation to offset my bad investment in your obviously faulty printer.



Regards,

***** *******

Business Response:

Dear BBB,

Brother has reached to *** ******* today (3/11/15) to discuss his concerns and issues and follow up on the letter that was sent on our first response. Since the machine has shut down due to the empty inks we cannot troubleshoot the problems of (multiple feedings and wireless connectivity). We are sending the customer a set of LC101 ink cartridges at no charge so we can continue to troubleshoot his concerns. I explained to the customer that our customer service would have to duplicate the error (s) he is advising before we can issue warranty terms and conditions. Without duplicating the problem, the machine is running as designed. I further explained if he brought his unit to an Authorized Service Center (ASC) for Brother and they too could not find anything wrong with the machine then he would be charged diagnostic fee. However, if they do confirm a manufacture issue Brother would cover the repair under warranty.

First though, Brother is sending the replacement ink cartridges to the customer today, so we can finish all testing of the product to determine any additional issues., which the customer agreed with.


Sincerely,

**** ******
Customer Relations
Brother International

3/3/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: immediately that there was a problem with the printer. We called the company and their technician walked my tech through the steps which my tech had already done. to be courteous he cooperated with him. Their tech **** purchased a brother printer on 1/13/15. The printer was defective and appeared to be used when I received it. I hired a technician to install it for me and he saw almost *** that brother will send me out another brand new printer called a basic printer. I was curious about the word basic and inquired as to what that meant. He stated that meant you would be getting a partial printer only and that you will have to remove several parts from the printer that I presently have to put on the new basic printer that they were sending out. I had him to repeat this several times since I could not believe what I was hearing. I spoke to about (4) different people, one finally being a manager. It was to no avail. The manager stated we only send partial replacements out and do not give customers their money back. I told him this was unacceptable, I did not want to do business with brother and only want to get my money back a full refund. I have reported this to my creditor and seeking some help from them. Not only has this been a nightmare but in all of my years I have never heard of such a thing. Brother is very hard to do business with and is not in any agreement. I don't trust the Brother Company and was afraid they would send me used parts as well as I do not want to have to take parts from one machine and put on another machine. BUYER BEWARE! YES, BEWARE OF LARGE COMPANIES SUCH AS THIS. I thought I was doing business with a trustworthy, reliable company and look what happen to me. I WILL BE SATISFIED JUST TO GET MY $163.01 CREDITED TO MY ACCOUNT PLEASE. Thank you

Desired Settlement: Brother needs to take a good look at their policy. I am a dissatisfied customer and a dissatisfied customer has a right to a refund if a product is defective or used (both). NO questions asked. I no longer want or need their printer and the only acceptable agreement is a full refund of $163.01. ALL ITEMS WERE PROPERLY RETURNED TO THE BROTHER COMPANY BY ****

Business Response:

Dear BBB,

This is to follow up from *** ****** complaint that was filed.  Since she returned her MFCJ5520DW back to Brother on 2/2/15 under *** tracking#****************** and her machine was purchased directly frum Brother, we will be issuing a refund of $163.01 to the credit card that she purchased this product on as well as waiving the restocking fee as a good will gesture.  As of today (2/27/15) the transaction was completed on Brother's end for the refund.  This is now up to the bank of the credit card *** ******* used to show the reimbursment.  If you have any further questions i can be reached at *********************

Sincerely,

**** ******
Executive Office
Brother International

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Regards,

******* ******

2/8/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a brother printer for my business in late December 2014. The machine began having problems January 12, 2015. I replaced the drum and ink, still not printing or copying correctly. I called brother to ask about having a new one shipped, because it was brand new. They made me do a slew of trouble shooting, which was fine, but now they are telling me that they will not replace, will send a new drum and ink to replace. The original drum and ink was less than 1 month old when I replaced it with a new one believing that that would solve the problem. So not only have I spent close to $700.00 on a printer that has lasted a month, $300.00 on a new drum and ink, they are refusing to send a new printer altogether. Have spent $1000.00 on a machine that has lasted a month?!?!? I will never buy another brother machine again!

Desired Settlement: I would like my full money back for both products that I purchased. If this is u doable, I want a new printer sent to my business.

Business Response:

Dear *** ********


This email is to follow up from a BBB complaint that we received from you with regards to your Brother ***********

Unfortunately, Brother cannot dictate or interfere with dealer or retail store return polices and procedures of companies that sell our products, however, Brother does stand behind the one (1) year manufacture's warranty that comes with ********** from the date of purchase.

Our records indicate that we issued an exchange for your ********** on 1/26/15.  The order was process and sent over night.  The delivery of this replacement product should arrive via ups  under tracking number *******************

We hope this answers any questons or concerns you may have.  For any additonal troubleshooting with your product please contact our customer support at ************** Monday - Friday from 9:00am to 8:00pm EST.

Sincerely,

Customer Relations
Brother International

1/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We have purchased Brother All in One machine , which is eligible for tech support , however , the customer services are impossible to reach , we spent over 45 min on hold today , every time they'd ask for all information , including the company name, make an model , e.t.c. , keep switching the call , until they lost it completely . Due to the lack of quality of the software provided , they need to establish a great deal of communication with businesses , but unfortunately it's not an issue . At this point we've decided to ask for a proper credit for the machine and we're going to switch to ** due to their improved customer services.

Desired Settlement: You can send the refund electronically to ***** ***** ******* *** , please feel free to call to obtain our banking information .

Business Response:

Attached is Brother's response letter.

Consumer Response: Complaint: ********

I am rejecting this response because: They haven't address the customer service issues listed in the initial complaint, they can go ahead and exchange the unit . I'm too busy to go to the repair centers, so let's just get a new unit here . Additionaly, i'd ask them to look into the software issues , and correct programming errors as well as adding the additional phone lines and customer service representativ would help a lot .




Regards,

**** *****

1/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a multi pack of labeling tape for my P-touch electronic labeling system. One of the tape cassetts that were in the multi pack were defective. I called Brother on their customer service line ************. I was on hold 51 minutes (per my cell phone) before reaching a customer service rep. I explained the situation and I was told by the rep that policy states that consumables only have a 90 day warranty. I told the rep that I understand that there has to be a written policy but was there anything else I could do since this cassette was clearly defective from the factory and it truly wasn't my fault that I couldn't use all the multi pack cassettes in a 90 day period. The rep kept telling me there was nothing he could do. I was out of the 90 day period and therefor my warranty was void! Are you kidding me? Tape is not cheap and this isn't my fault! The reader number on the package is ********* and the *********. I would like a new cassette sent to me and I'd be happy to send Brother the defective one so they could see for themselves. With all the competition and labeling systems out there, it would be nice for Brother to stand by their product. Therefor I'd be more likely to keep using Brother for my labeling and office uses.

Desired Settlement: Replace my defective cassette and maybe throw me some coupons for reorders!

Business Response:

Brother has spoken with *** ***** on 1/12/15.  We have asked for her to mail the cartridge in question back to our TN facility for inspection. After receiving the cartridge we would go ahead and issue a replacement cartridge as one time accommodation.

1/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Brother MFC J4510 printer in February 2014. Since April of 2014 I have been trying to get a satisfactory response from Brother to address all of the issues I have had with their printers. I have spent countless hours on the phone with their technicians, addressing the same concerns over and over again. They send me three replacement J4510 printers, before finally offering to send me the newest release, the J4620, which they said addressed some of the problems with the 4510. I continue to have problems with this printer. **** ****** will not return my calls, and has not made any effort to help me resolve the issues for good. All he wants to do is have a technician call me to troubleshoot the problem or have me take the printer to a repair shop. There is a design flaw in these printers - it is not a repairable issue. I am not going to waste any more hours on this product. The J4620DW still feeds multiple pages at a time, fails to print text in the middle of a page, prints off the edge of the page and cannot feed a document in to scan it straight. Every scan through the feeder is crooked. The machine makes a high pitch squeal on start up, is slow to respond and even slower to print. The images and text that do print are very faded. I asked one of the many technicians I have spoken with about the faded type, and he said it was by design to address ink consumption complaints with the previous model. THIS PRINTER IS NOT SATISFACTORY FOR SMALL BUSINESS USE - yet, it has Business Smart Series printed right on it. Mr. ****** has had zero empathy with what I am dealing with - and have been dealing with for almost a year. All of the correspondence I receive from Brother states that they strive for 100% Customer Satisfaction, yet they refuse to offer a reasonable;e solution to this issue. Mr. ****** himself even acknowledged that he would not be satisfied with the level of service (or lack of) that I have received.

Desired Settlement: I have request a refund and was denied. I requested a different model and offered to pay the difference...denied. I have asked to return the printer and get credit to purchase ink for one of the four other Brother printers I have in my small office....denied. All they want to do is send me more of the same - how does that resolve the issue?? Mr. ****** will respond to this complaint, will likely not give me a satisfactory answer and the complaint will be closed because he addressed it with me. How Brother continues to have an A+ rating with the BBB with the amount of complaints and unsatisfactory resolutions is beyond me. I have not made any unreasonable requests, and a corporation the size of Brother should have a much better policy regarding costumer satisfaction. I have not had this poor of a level of service from any other company in the past. Beyond disappointing .... For what it's worth, my original complaint was filed in July, ref #********

Business Response:

Brother has attached our formal response along with warranty on the MFCJ462DW.

Consumer Response: Complaint: ********

I am rejecting this response because: 

My original printer began to act up after the 90 day return period to return the product to *******. Therefore, my only option was to go through Brother. They OFFERED to send me an upgraded machine because they ACKNOWLEDGED there were issues with the previous model that had been addressed with the new release. I did not purchase the newest printer from *******, it came directly from Brother. Therefore, they should not have a problem assisting me with my request. If they continue to offer the same resolution of the same printer this issue will never be resolved. And the technician that contacted me showed me how to get the missing text to print "as a work around". This DID NOT resolve the issue. The tech also told me that the newest printer prints slower and with less quality by design to address ink consumption complains. I did not have these problems with my previous printer. Brother, and Mr. ******, are in no way standing behind their product. 
Just looking at the attachment sent by Mr. ******, I can tell it was scanned in on a Brother computer. Crooked and blurry, and they expect me to be satisfied with that quality in my business? Not happening.

Regards,

******* ******

Business Response:

Good Morning Ms. ****,

 

I have attached Brother’s personal response to the BBB that was faxed over on 1/5/15.  Brother will continue to stand behind the upgraded machine we provided the customer with all troubleshooting and warranty terms.  However, per the customer’s request to receive ink and or toner cartridge for the value of the MFCJ4620DW is not something we can provide.  Ms. ******* advised she no longer want to troubleshoot the problem when we last spoke with her on 11/24/14.

 

As a good will gesture Brother would be willing to offer a set of ink cartridges for her MFCJ4620DW for any misunderstandings the customer may have felt with our customer support.  Please let me know if you have any further questions on this case. 

 

Sincerely,

 

**** ******

Customer Relations

Brother International

************

 

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and while this resolution is NOT satisfactory to me I am sure it is the only offer I will receive to attempt to correct the ongoing problem. I will accept the ink cartridges for the J4620DW and once those are gone I will replace the printer with one that I can trust to handle small business needs. Specifically due to the interactions I had with **** ****** and his indifference to the issues I have had with these two printers for the last year, I will NEVER again purchase another Brother product. 

Regards,

******* ******

1/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a PE770 embroidery machine from ****** on December 16, 2013. I had numerous issues through the months following . I don't have a certified Brother dealership locally so I finally shipped the machine off to one (Your Sewing Center in Waterloo, IA) on Nov 4th, 2014. The machine was at the shop for over 2 weeks. I spoke with the repairman ****) several times over that time. I told him all the problems I'd had and he found all those problems to be accurate. He attempted to repair the various problems but eventually deemed the machine defective. At this point, we contacted Brother directly. They told us we needed to deal only with the dealership. My husband contacted Brother and asked to speak directly with a supervisor. He was able to speak with *****. She handled the situation, and had a repair technician speak to my husband. We felt this technician was condescending. They finally agreed to have the machine shipped to the Tennessee repair center. The repair center had the machine for a little more than a week, and then it was sent to me. When I received it, there was a service report that only contained one of the many problems the machine has. I assumed they would have gotten a report from the dealership with his work and findings, but it is clear they did not or did not address the other problems. It was sent back to me without a power cord but they overnighted me a cord (Thank you for that). I started stitching out designs to see how it worked. Initially the main complaint of the thread shredding seemed to be better but on the second design, the problem resumed. All of the other problems still remain. These are the problems my machine has on a regular basis: 1) Thread shredding/breaking (up to 30 times per design) 2) Hoop "slaps" against the machine as it is stitching 3)Hoop doesn't hook into the clips easily 4)Thread path is not consistent and is either extremely tight or very loose 5)Thread seems to snag on crank shaft and wrap around

Desired Settlement: I feel this machine is defective. All of these problems have been present since the purchase and the repairman at the dealership came to the conclusion it was unfixable. The repair facility did not address these problems, save one. And the repair the did do did not solve the problem past the first design. We were treated in a way I felt was unprofessional and condescending (from ***** and the technician in TN). I would appreciate a replacement machine (NEW) that does not have these problems. I don't believe that repairing it will resolve these issues.

Business Response:

Dear BBB,

Our customer support has reached out and left a voice message for *** ***** on 12/31/14.  We will be attempting again today.

Sincerely,

Customer Relations

Consumer Response: Complaint: ********

I am rejecting this response because:

I did not receive a voicemail on December 31st.  I do see missed calls from a NY number but no voicemails.  I appreciate you continuing to try to resolve this problem.



Regards,

******** *****

Business Response:

Brother has attempted to contact the *** ***** on 12/31/14, 1/6/15, 1/7/15 a* ************ and one more time on1/8/15 at ************ along with a follow up email  at **********************.  We still have not heard back from *** ******

1/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I own a Brother all-in-one printer (Model No. DCP-8060). I recently upgraded to the Windows 8 operating system. Now I cannot use my Brother printer because Brother refuses to make available the Windows 8 driver for my printer. I have tried all of the recommended troubleshooting steps for this known issue.

Desired Settlement: Brother should make available the Windows 8 driver for the DPC-8060. They already make these drivers available for all other operating systems (Windows XP, 7 etc.)

Business Response:

Dear *** ******

The DCP8060 is compatible with Windows 8. I have supplied a link explaining the following, http://support.brother.com/g/s/id/os/windows.html. Please understand that the drivers for the DCP8060 are built into Windows 8. However, due to the age of the DCP8060 (over 9 years since production) Brother will not be manufacturing "Brother Original" drivers for this machine.

If you have any further questions please contact our customer support at ************ as they will be able to answer any further questions you may have.

Sincerely,

Customer Relations
Brother International

Consumer Response: Complaint: ********

The company admits that it has never provided adequate support for this product, because their drivers are only available to the consumer "built in" to the operating system, and are not available directly from the company.   Most responsible technology companies have drivers "built-in" to the operating system AND also make the drivers available to the consumer directly from the company (in case there are problems with the "built-in" driver).  

In the future, Brother should always ensure that its customers can obtain drivers both built in AND directly from the company.

Regards,

****** *****

1/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am writing, so a situation can be dealt with more than asking for money for an item. The money is for the cost of the printer that has caused such hardship. Printer HL 2270DW. More than anything I want others to be aware of the scam they are trying to play on others. Several days ago, I contacted Brother support to help me set up my printer wirelessly. I reached an individual named ***** at ************* At first he was very nice and helpful and asked for access to my computer to try to find the issue. He pulled up a screen that is foreign to anyone who is not computer savvy and he even asked if I was "computer savvy" several times. He was personable and asked about my job, etc. He told me my computer was running slowly and showed me several places where there was a Trojan virus and other very damaging problems explaining that the virus was allowing others to steal vital information from me. Trojans are VERY, VEry rare with a Mac. He went on to say that for $298 he could fix the problems and I would be covered for two years. I mentioned ***** and he said they would keep the computer for 3-6 days and charge me a one time fee of $200 to $400. When I declined his offer he said he could offer me a one time fix for $89 but I had to do it now. When I declined again he got a bit indignant, erased all of the information he had been telling me from the word pad he had pulled up and left only his number and name. I promptly went to ***** where my computer was fixed on the spot for free. Not only is it wrong to slam *****, but even worse that a Brother representative attempted to take money from me unnecessarily. All I called for was help with a service. The printer is not compatible with my computer in a wireless fashion with the CD provided, so the advertising is a bit false.

Desired Settlement: I would love the money. More than anything I would like to see a complaint filed in hopes that others will be saved their $298 that does not need to be paid. To say there was a Trojan when indeed there was not either shows an outright scam or someone trying to fill a quota. There was no such thing or anything else he said. The ***** tech showed me the same screen and explained how anything can be said to someone who does not fully understand computer lingo.

Business Response: Issue formal response from our conversation with the cusotmer on 8/12/14

1/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a $300+ Brother duplex printer, for my clinic business. I had used a ******* prior and was frustrated with the software, although the machine and toner were amazing... Within 1 month I noticed very LOW toner with just 2-300 pages printed (internal schematic) on the black cartridge, even though many pages had been blank or color. I noted the color ink was much lower than it should be as well... At this juncture I was already calling Brother due to 1.) color calibration issues/streaking and 2.) wireless connectivity. The customer service was robotic and insightful and in the end completely unhelpful. But seeing that color nor wireless was not a primary use, I was going to live with it and assume it was ok. We have a busy office. BUT at 6 weeks I received a LOW ink warning. The total pages printed was around 600 (again, this was an internal schematic from the machine and many of those pages were completely colored, unworried and or blank...) I wrote Brother with a concern. I have business and patients to take care of. In one weeks time I received NO answer. And at that point the printer shut down because the black toner was completely empty! I wrote Brother again and demanded help--and this time they did write me back and scheduled a call. When I got the call the rep. was again robotic and completely unhelpful. Furthermore, the rep. had no record of my previous inquiry, and I was not near the machine itself because the scheduler did not specify the need. SO we had to schedule another call, and I needed to return to the office. Terrible service. At the second call, again the customer service was robotic and rude. And suddenly they had an answer: The reason you cannot print is because it was "starter toner." That was the first I had heard of that. I asked for documentation, but initially they only quoted from their scripts. I looked online and could find nothing. I looked at the manual for my printer and again saw NOTHING that stated it was starter toner and it would produce less than the advertised "2500 pages of a typical cartridge. I asked to speak to a supervisor. Again, rude, again unhelpful. I asked to speak to her supervisor. She was "unavailable" but would call me back. A lady did call me back (this one could actually speak legible english) and was actually smart--but still did not help me. She gave me semantics about pages actually being "250 words on a letter sized paper folded 4 ways" that meant actually nothing and proved the point of false advertisement. She pointed out where it was listed on line and on the box....EXTREMELY small print and in unclear terms. I asked why I should not return the item and go with another company, and the best she could come up with was that "everyone does this" and--due to the fact that I had other issues already--said I could take it to a service center and they would fix the printer at no cost to me--oh but wait! If there was nothing wrong, I would get charged! The bottom line is that besides the machine not working well, the toner capacity is COMPLETELY MISLEADING. Having spent hundred on a printer on expects the toner to last longer than 4 weeks. But even their excuse is not consistent--that it i starter toner and that it goes about 1000 pages per cartridge. I only got 600 pages of MIXED USE of ALL CARTRIDGES. I did not print all black at all.... I have received no help. The toner and small print semantics is a GOUGING tactic. Forums online have complained of similar of Brother. For a company that claims to be the class of the office printing world, I expect better.

Desired Settlement: I want free replacement toner for the unit I purchased.

Business Response:

Dear BBB,

Brother explained to the customer on 2/3/14 that  starer toner cartrdiges are included with the machine of purchase.  The starter toner cartridges should last approxmately 1000 pages.  This approximate page yeild is in accordance with the ISO/IEC 19798 using letter or A4 size paper which is the industry standard.  Printing at 5% coverage, menaing 150-200 words per page should approxamtely  receive 1000 pages.  If printing at 10% coverage then the aproxamete life to the starter toner cartrdige would be half (500pages). 

Sincerely,

Customer Relations

1/6/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The TN-450 toner is advertised as providing a page yield of 2600 pages, yet I have gone through the initial toner and a TN-450 in only 1701 pages. I print text documents and spreadsheets not graphics and should expect to get the 2600 page yield. I would have expected at least 400 pages from the initial toner so a total yield of 3000 and I have experienced 44% less than advertised. I bought the printer for $250 in May of 2013 and the TN-450 for $62 in Aug of 2013. If I use the printer for 5 years at a rate of 2 TN-450 per year my total cost will be $620 in toner plus the $250 purchase price for a total of $870. If I take my current 44% page yield I will be overpaying by $382 during the life of the printer. The false advertising by Brother International is costing consumers millions by this calculation and should be investigated by the BBB.

Desired Settlement: I'd like them to change their advertising and give realistic page yield counts when selling ANY toner cartridges. I would also like $382 refunded or 6 TN-450 to compensate for the false advertising.

Business Response: Dear BBB:

 

This letter is in response to *** ***** ******, Better
Business Bureau complaint, case number ******** and his Brother TN450 toner
cartridge.

 

In response to *** ******** concern regarding the yield of
his genuine Brother TN450 toner cartridges, his cartridge will print
approximate 2,600 pages A4 or Letter-sized single-sided pages.  Approx. cartridge yield is declared in
accordance with ISO/IEC 19752. (Letter/A4) with 5% coverage being applied to
each print out., which is the industry standard.  Please be aware that the amount of toner used
varies according to what is printed on the page and the print density
setting.  Changing the print density
setting for lighter or darker printing, will change the amount of toner used.  If the coverage being applied is at  10% coverage, then this will reduce the
approximate page count in half to 1,300 pages.

 

We hope this explanation helps the approximate page counts
of a TN450 Brother toner cartridge.

 

 

 

Sincerely,

 

Customer Relations

Brother International



12/29/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: After repeated calls regarding a printer we purchased in May of 2014, we finally got someone who didn't hang up on us after "Putting us on hold to check something". We were then told that since the printer wasn't registered, there's no warranty and hung up on. We called back and were asked for the serial number of the toner used.....to diagnose a paper jam. That's like asking what brand of gas is used in a car to diagnose a bad timing chain. When we asked why that mattered, we were told if we don't use genuine brother toner, they won't troubleshoot anything. After repeated calls, we finally got someone to acknowledge there was something wrong with the printer. Only to be told that we had to pay for shipping back and forth, and we would have to pay for repairs as well. At what point does a warranty get defined at "We'll charge you for every aspect of service on our defective product."?

Desired Settlement: I want the warranty repair honored when we have a problem. We have purchased hundreds of printers and your service has been absolute garbage at EVERY SINGLE INTERACTION. Having dealt with every major telecomm provider and dozens of vendors, I do have to say, without any comparison, that the service provided by your company is the worst I have ever seen. Ever. I have never seen any other company so actively go out of their way to find a reason NOT to help.

Business Response: Dear BBB,

This letter is to follow up with regards to *** ******** BBB complaint.  Brother International has followed up to discuss the customer's concern. 

It was explained to *** ****** that toner cartridge serial numbers need to be confirmed to valided if the cartridge is a genuine Brother toner, or generic toner.  Generic toner cartridges can cause isolated paper jams as the paper has to pass through the toner and drum.  Brother will only replace MFC7860DW under the warrnaty terms and conditons if the problem cannot be resolved over the phone. Our agents were able to troubleshoot the problem over the phone on 12/16/14 which we resolved the problem.  There was intermimittent jamming, but we could not duplicate the jammiing over the phone as the machine was operating the way it was designed too.

We can recommend an Authorized Service Center (ASC) however, the cusotmer is responsible to bring their machine to the ASC.  So, if they want to ship the unit to the ASC they would have to pay for that cost.  Once the ASC diagnose the machine and if they do find a mechincal issue with the printer then Brother will cover all cost of the warranty repair.  However, if the ASC cannot find any mechincal issue with the printer then the customer is charged the diagnostic fee under our warranty terms and conditons.

This has been explained to *** ****** today.

Sincerely,

Customer Relations
Brother International

12/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The machine broke within 3 months of purchase. We took the machine to the service center, where they detected that a part was broken, and they were contacting the company to get the part replaced. It is one and half month since then, and we are still waiting for the repair. Moreover, the communication from the service center is extremely poor. Ordered on July 27, 2014 Order# ******************* Order Placed: July 27, 2014 Amazon.com order number: ******************* Order Total: $108.24 Shipped on July 28, 2014 Brother XM2701 Lightweight, Full-Featured Sewing Machine with 27 Stitches, 1-Step Auto-Size Buttonholer, 6 Sewing Feet, and Instructional DVD Sold by: ********** LLC Condition: New $99.99

Desired Settlement: We have been hassled via multiple follow up calls to the service center, all the while waiting for the repair to be done. Moreover the service center personnel has been extremely rude and uncommunicative. I would like immediate replacement and delivery of the machine to our home, and a $500 payment towards the loss of work and hassle experienced.

Business Response: Attached is Brother formal response to this cusotmers issue.

12/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: MFC9330CDW MODEL BLEW UP A FEW MONTHS INTO USE. WE RECEIVED A REFURBISHED PRINTER AFTER WE CALLED AND SINCE THE PROBLEM STARTED WE'VE HAD TO CALL AND RESEND THE PRINTERS 4 TIMES ALREADY. TODAY 10.8.14 WE CALLED AGAIN FOR ANOTHER ISSUE AND THE REP NAMED ****** SAID THAT UNLESS THE MACHINE WAS GIVING AN ERROR CODE AT THE MOMENT SHE COULD NOT HELP OR GO INTO OUR WARRANTY. SO HOW MANY TIMES DO WE HAVE TO GO THROUGH THE SAME ISSUE BEFORE GETTING BACK A MACHINE THAT WOULD LAST MORE THAN 2 MONTHS BEFORE HAVING AN ISSUE AGAIN??

Desired Settlement: I NEED EITHER A WORKING MACHINE THAT I DO NOT HAVE TO KEEP SENDING BACK AND FORTH OR I WOULD LIKE MY MONEY BACK!

Business Response: Response letter has been attached

12/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Brother , MFC , model :**********. Problem is happening from Sept 2014. Bought 3 months back. Pronnter makes grinding nose. Contacted support. Two options provided: 1. Replacing with refurbished machine 2. Taking to authorized repair center. I bought brand new one and replace it with new machine. I can't takemachine to service center because machine is heavy and I can't carry it. They should send some one to repair. On a side note, we buy new products assuming they don't trouble us for one year. Warrenty does not mean that product starts creating troubles from 3rd month of it's purchase and we have to waste hours and hours of our time to get it fixed? This is consumer harrassment. I spent nearly 2 hours on the phone listening to the support person and doing what he was asking me to do. This is wastage of time and leads to frustration. If we call dell with some problem in 5 mins they make decision of either replacing or repairing by sending their own technician. Why brother is different?

Desired Settlement: You get me a new printer of same specs or refund my money.

Business Response: attached is Brother's formal response

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* ******

12/21/2014 Problems with Product/Service
10/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My medical practice puchased a Brother HL3170CDW laser printer about one year ago. We have continuously had the same issue with this printer, namely, after little use it would print a dark vertical line down the left side of the page. We would make a call to the technical support at Brother, spend 30 min to 1 hr on the phone with the technician, only to be told they would honor the warranty and ship us a brand new printer. At which time we would ship the defective printer back. Initially, this seemed like great customer service. We have now been through this SAME procedure THREE times. The last of which was last week. We literally just set up our 3rd new printer, and we are having the same issue again. As you can imagine, this has become a very time consuming issue for my office, and we are very frustrated with the poor quality of this printer. I personally made a phone call to the corporate office and left a message on 10/6/14 for **** ******, Executive Liason to the president of the company. I did not receive a call back, so I called again today. I described my issues and frustration with this particular printer in detail to ****. I offered the Reference number so that he could look through the history of our issues, however he did not seem to want this. He offered to 'stand by the warranty and replace the printer'....AGAIN. I told him I was very unhappy with this product and that I would like a full refund for the amount of this printer and that I would be using a different brand in the future. He said that is not something he could offer, he could only replace the printer, again. I asked him how many times he thought was appropriate for me to go through this process? I've wasted hours on the phone with the technician, taking time out of my business day, not to mention the inability to use a printer in a busy office. He had absolutely nothing more he could offer and kept repeating himself "i will stand behind this product". I would love a refund

Desired Settlement: It would be great customer service if they would offer me a full refund for this product. I also suggested to **** that he send me an 'upgrade' for this printer since it has had the same issue consistently. Perhaps he could send me something a bit more robust?? He absolutely refused this request. I told him I thought this was very poor customer service, all the while being very professional. I asked if I could have some sort of contact with the President of the company, but he refused to deliver my message to the President stating "he acts on the president's behalf". Very disappointing, very poor professional customer service. A refund, a replacement with a superior product, and an apology would go a long way! (The exact dates of puchase and dates of complaint on the following page may not be accurate as I do not have the receipt with me today and there is no way to 'save' and return to complaint at a later time)

Business Response: Dear BBB,

Brother has attached our official reply along with our warranty statement for theHL-3170CDW.

Best Regards,

Customer Relations

10/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a HL2280DW printer early this year. It stopped printing only after about two months. We contacted Bother USA and had the printer to be repaired at a local service center. But after three months, the repair status is still same as when we dropped the printer. Despite of several phone call with the Customer service of Brothers, we still cannot get any information when the printer can be fixed.

Desired Settlement: We would like Brother to send us a replacement as soon as possible regardless the repair status of the current printer.

Business Response: Dear BBB,


On September 24,2014 we replaced the customer's Brother HL2280DW under the manufacture warranty terms.  Accoring to tracking number ****************** via **** the machine was delievered on Friday September 26, 2014.  Please let us know if you have any further questions or concerns at *********************

Best Regards,

Executive Office
Brother International

9/30/2014 Problems with Product/Service
9/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have a brother printer MFCJ6710DW and suddenly the black ink cartridge is not working. We contacted them in 2012 and they admit that it is defect so they ship us another refurbished MFC6490CW. We did not open immediately since we have second one for use after that one is broken. In June this year we tried to install the replacement printer and it always gives us the error message showing paper jam even though it is clear, so we never really use the printer purchased and what customer support directed us did not make it work.

Desired Settlement: We would like to receive a printer with same function which is working. We dont want useless printer sitting in my home.

Business Response: Dear Customer,

Your Brother MFCJ6710DW is still under the manufacture warranty terms and conditon.  Please contact Brother cusotmer service at ***************  If we find a mechincal or electronical issue with the machine we can offer to replace the machine under warranty.

Best Regards,

Customer Relations
Brother International

9/29/2014 Problems with Product/Service
9/9/2014 Problems with Product/Service | Complaint Details Unavailable
9/4/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My 8-month old sewing machine broke internally today and now just makes a whirling noise. It came with a 12-month warranty. I contacted Brother Sewing and they gave me the run-around and transferred me: Chat Transcript 17:41:36 [****** ******] I just bought it in December. It just broke something inside and now just makes a whirling noise when I push the pedal. 17:45:36 *********] Support for your model is being handled by another department and they are not available at this time. I am unable to transfer you over via chat. I am sorry. Please contact the department at *************** They are open Monday - Friday from 8:00 am - 5:00 pm CST.

Desired Settlement: What they think is fair.

Business Response: Dear BBB,

Brother has attempted to reach out to *** ****** twice on Friday August 29th 2014 but were unable to leave a voice message.  We tried again on Wednesday September 3, 2014 and there was an issue of communication with the customer and the call was lost.  Our agent called back and went to voice message this time and a message was left.  Our customer service number is ************** which are opened Monday through Friday from 9:00am to 7:00 pm EST.

Best Regards,

Customer Relations
Brother International

Consumer Response: Complaint: ********

I am rejecting this response because:  If possible, I prefer to be contacted via E-mail at **********************

Seeing how I went down to their nearest Service Center in *** ***** for repair and was rejected because my machine cost so little, even though it's brand new - it's the least they can do for resolution.



Regards,

****** ******

Business Response: Dear BBB,

Sometimes troubleshooting can very in depth and detailed which can not be via email.  We have made every attempt to contact *** ****** to troubleshoot his issue.  He can bring the machine to one of our Authorized Servcie Centers in his area if he does not want to troubleshoot the problem.  Brother will cover any mechincal or electronical error the machine might have under the one (1) year manufacture warranty from the purcahse date.  *** ****** will have to bring the machine there with his proof of purchase.  The link below will bring *** ****** to our Authorized Service Centers

http://www.brother-usa.com/service/

Best Regards,

Customer Relations
Brother International

8/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Brother P-touch labeler just over a year ago. Within the first few weeks of buying the product, a "low battery" message appeared on its screen. I replaced my original 6 AAA batteries with 6 from a pack I purchased 1-2 years before. After printing out fewer than 20 labels over the next 2 or 3 months, I again received the "low battery" message. Thinking that the problem was with something I was doing rather than with the product itself, I went out and bought AAA to install. Once again, after only printing out < 20 labels over a few months, the battery message appeared. At that point, I was concerned that something in the desk drawer where I stored the product was pressing down on the power button and draining the batteries, I replaced the depleted batteries with 6 brand new ones and put the labeler on top of a filing cabinet where the button could not be depressed accidently. Fast forward a few months and a handful of printed labels later and once again the low battery message came on. This was yesterday, and I finally decided that something was indeed wrong with the product. I went to the company website and noticed that this issue was not uncommon with this particular model. The company's recommendation was to remove the batteries between uses, which is not a satisfactory option for me, and decided that the product needs to be replaced. Unfortunately, my 1-year limited warranty expired less than a month ago. When I called the company today and told them my story, they told me that because the warranty had expired there was nothing they could do. Even though the problems were clearly occurring almost as soon as I purchased the product. The customer support person I spoke with today recommended that I remove the tape cartridge (not the batteries!) between uses. this is not a satisfactory solution for me and I need to purchase a new labeler and I ask that Brother provide some compensation toward this purchase. s

Desired Settlement: Some compensation toward the purchase of a new labeler.

Business Response:

Brother recommends if the labeler is not used often , just once or twice a week, removing the cassette tape from the machine will extend the battery life of the PTH100.
As an accommodation we can offer 6 AAA batteries at no charge to the customer for any inconvenience that has occurred. Please contact Customer Relations at ******************** Monday through Friday from 9:00am to 5:00pm EST if you have any further questions.

Business Response: Brother International can issue to replace *** **** PTH100 under our warranty terms and conditions. However, as we advised in our response on 7/21/14 if the machine is not used often, then removing the cassette tape from the machine will extend the battery life of when using the PTH100.

Executive Office at Brother can be reached Monday-Friday from 9:00am to 5:00pm EST at ********************* for further details.

Best Regards,

Executive Office
Brother International

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

********* ****

8/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchase a Brothers PTP750W printer from an online retailer 07/09/14 received 07/11/14, new out of the box the unit failed to print labels without jamming the machine, I opened a support case with Brothers on 7/14/14, and after email exchanges and phone calls with their tech support it was determined that the unit’s cutter was malfunctioning, I was told that a brand new replacement would be sent out, not a refurbished unit in advance to replace the failed machine, I received the replacement unit 7/21/14 in the retail packaging that was damage and the unit inside was marred up and clearing not in a new condition, I returned a call to Brothers tech support that night with the issue and was assured a new machine would be sent out. 7/24/14 the second unit arrives, this time the unit is in in a brown box packaging but the machine inside is still clearly not a new machine as promised with marring on the machines smooth plastics. 7/25/14 I contact support and request to speak to a supervisor, spoke with ****** **** from customer support who could not resolve my issue, said the case had been elevated to her supervisor ******* who is the head of customer support. I was also told that this product is so new they have no refurbished parts or units. 7/28/14 received call from ******* about printers, after speaking with her it was agreed upon a “QA” quality assured product would be sent out and I would return the previous two incorrect units. 7/29/14 received third unit, in retail packaging and the unit inside is worse than the previous two units received, place call to *******’s desk informing her of the issues. 7/30/14 received voicemail from ******* stating simply that she had sent an email to there where house to find out what had happened. At this point the company has failed completely to honor there warranty and to ship me the correct functioning product and the issue needs to be resolved outside of the Brothers company

Desired Settlement: A brand new retail unit with all supply's shipped overnight to my house immediately

Business Response:

Brother swapped this machine on 8/5/14 with a brand new PTP750W, along with issuing an a full detail inspections on the following replacements the customer received.

Executive Office
Brother International

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**** *****

8/4/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Brother MFC J4710dw with a written 2 year warranty as noted on the Brother website. My printer started to fail with faulty printheads and I contacted support. I just placed all brand new XL ink cartridges the day before and ran the 3 clean cycles as written to do on the Brother web site. While speaking to support on the phone, my printer showed the yellow ink was employ. I was told they would ship me some ink and then we would complete their testing of my printer. This occurred on July 17, 2014. Instead of waiting for them to mail me the yellow cartridge, I went out and purchased a brand new cartridge from ******* in ******* and I have the receipt. I recalled the support line and after waiting finally got another tech support to help. I installed the yellow cartridge as requested and now all of my cartridges including the brand new yellow cartridge I just purchased said they were empty. I told the tech support that my printer has malfunctioned and there is something wrong other than clogged print heads. I was repeatedly told that could not be possible. I politely asked to speak to a manager and while explaining what happened he kept interrupting me telling me they have to run this test and there is nothing can be done. He repeatedly told me my ink cartridges were employ, but I just put a brand new yellow one in the printer and the printer said it was employ. I can see ink in each cartridge window. Today, July 24th, I still have not received the ink so I emailed Brother asking what is happening, that I am disappointed with their warranty service, and I will be without a working printer for over three weeks. (I leave this Saturday for a medical trip). I got a reply this evening from an unnamed support person that the ink has not even been mailed out and Brother values me as a customer and they are happy to inform me about the ink cartridges.

Desired Settlement: Send a new printer by August 4th or refund the price of this printer and Brother has the receipt for this printer as they requested. Brother also needs to ramp up their customer support and follow through in a timely fashion when support cases are active. I will be unreachable until August 3rd, 2014 as that day I return home.

Business Response:

Dear BBB,

Brother has offered to replace *** *********** MFCJ4710DW today (August 4th, 2014).  His replacement machine will arrive in two (2) business days.  We will be supplying a pre-paid packing slip as well so he can return his malfunctioning machine.

Best Regards,

Customer Relations
Brother International

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  It is truly a shame and poor customer service to make a customer wait over 2 weeks for a final disposition when the product is obviously defective and needed replaced per warranty.  Accepting their offer does not mean I agree with their practice of customer support.

Regards,

****** *********

7/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Feb 21, 2014 I purchased from ********** a brother MFC-9130CW 4-in-one Color Printer N82E16828113850 for $249.99. As of (7/3/2014) I have had to replace the toner (3) times (the cartridges are very expensive) TN221 - 2500 copies per cartridge = $65 ea. The ironic part is that each time a toner needed to be changed - all the toners would need to be replaced. The printer will not work until all are changed. At each toner change a notice to run the green strip would come up. The last toner change - a notice to run the green strip on the drum was once again required (does not specify which drum) - which I did on all drums- the printer remains with that notice unable to use (will not print). I contacted ********** and they requested I contact brother, which I did. Brother's response was to replace all the drums. I can't understand how all the drums need to be changed out all at once. They said since I was past the 90 days (by 30 days) I have no warranty. Since this printer has NOT printed 7500 copies it is unlikely that the toners all needed to be changed with each notification. Brother didn't see the printer to verify this drum change requirement. I am frustrated at the type of non-service Brother has put forth and their unwillingness to help solve the problem.

Desired Settlement: I feel this printer is a defective printer and request an exchange due to the amount of toners that have been replaced in such a short period of time. Since I know I have not used approximately 2 reams of paper in this printer it is highly unlikely the toners needed to be replaced when the noticed required it. The assessment by Brother that all the drums be replaced now seems to be an error as well.

Business Response: Brother has followed up with *** ********* on 7/18/14.  We are awaiting proof of purchase for the toner cartridges. 

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and am sending ***** at Brother a copy of the requested receipts.
Regards,

**** *********

7/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My problems with the Brother printer purchased on 3/23/2013 are well documented within my records and Brother.com's records. In short, the printer does not consistently work with the ****** ***** ***** ***** feature that it advertises. Sometime in February of 2014, I was sent a replacement. This printer has almost identical issues: 1) When I want to print, it does not print. 2) I must log in to the printer, disable the GPC functionality, then re-enable the GPC functionality. This happens almost every single time I need to print, and certainly it happens if I haven't printed a document in a few days (which is almost always). Once this happened IMMEDIATELY AFTER PRINTING ANOTHER DOCUMENT. Brother blames my network or something, but this cannot be possible based on all evidence. I wrote to the CEO two months ago (April 4) and I have yet to hear a reply. The handling of this matter is now going on 16 months. The printer does not function properly. This MODEL OF PRINTER does not function properly, and it's obvious.

Desired Settlement: I expect Brother.com to send me a printer of equal or greater value that ACTUALLY WORKS WITH THE ****** CLOUD PRINT FUNCTIONALITY. They cannot advertise functionality as if it works, when in fact it is almost always broken. If they cannot find a printer that works, I expect a refund, with interest, so that I can go buy a printer of a different brand that actually works.

Business Response: We have reached out to this customer to perform a full diagnostic with regards to this customers concern and issue with the ****** print function.  *** ******** advised he would not be able to perform this diagnostic until July 1st, 2014.  We have arranged to call back *** ********  on July 1st, 2014.

Business Response: Brother will stand behind the terms of the warranty with the MFCJ435W.  However, full troubleshooting and evaluation needs to be made to determine if its the Brother machine or something related to the ****** software.  Brother highest level of software support will help *** ******* determine the problem he is having. Until all troubleshooting is fully completely on this issue warranty terms cannot be offered.

Consumer Response: Complaint: ********

I am rejecting this response because: the business has not actively engaged me in troubleshooting with this replacement printer. THE PROBLEMS WITH THIS PRINTER ARE THE SAME AS THE ORIGINAL PRINTER THAT WAS REPLACED.

Clearly this model of printer DOES NOT WORK AS INTENDED.

As the businesses has ceased troubleshooting the device with me, and as all troubleshooting steps with the previous printer revealed no problems except their inability to store the credentials properly, the problem is clearly with the hardware.

I reject this response. If they actually want to address the issues, they could engage me with troubleshooting. They have refused to do this.



Regards,

*** *******

Business Response: Brother has spoken with *** ******* today (7/16/14)  Its has been discussed that Brother would start a refund process which could take 4-6 weeks as this would be an accommodation since Brother does not offer refunds which we recommend contacting the place of purchase.  However, due to the length of time from the purchase date this is why we are making this accommodation.  This was agreed upon with the customer.

Best Regards,
**** **** **
Customer Relations
Brother International

7/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased a Brother printer and connected it to wifi successfully for a very long time. Recently we switched internet providers and since the switch we have not been able to connect our printer to wifi. We followed the same instructions as the previous set up. When that didn't work we emailed Brother and were given the same instructions to follow which was not successful. I then used online chat with customer service. I explained the issue in detail and was told the same instructions again. I stated that process doesn't work but followed them again anyway. When that didn't work the agent told me to unplug my router. This of course disconnected me from the chat and when I logged back on I was unable to chat with anyone as the service was closed for the day. That also didn't solve my problem. A third and final attempt made today produced the same result. Explained everything in detail during online chat. Customer service rep ***** treated me very rudely stating that I "refuse" to follow instructions. He then treated me like a child instructing how to use the keypad. I asked to speak to his supervisor. Once transferred I was told the same instructions and asked to look at my connection settings on my computer which was connected to wifi. This agent asked me for my wifi password. I am not comfortable giving out my personal information and it plays no role in the matter. I followed the same instructions yet again with no result. I gave up on the chat. On my own I figured out that I needed to enter my WIFI password not my WEP key into the printer. For weeks I had been told to locate my SSID and enter the WEP key, not the wifi password. I'm appalled at Brother's so called customer service and extreme rudeness.

Desired Settlement: I feel customer service with Brother need more sensitivity training since accusing customers of refusal to follow instructions and treating them like children is appalling. They need to actually listen to the customer explain the situation and especially when the same instructions have been tried unsuccessfully multiple times. They also need to learn the difference between a WEP key and a wifi password. That was the issue at hand. I was constantly told to enter the WEP key. Also, asking a customer for confidential information such as passwords to their private information is not acceptable!

Business Response: Dear BBB,

Brother has supplied the following link: http://www.brother.ca/default.aspx

*** ***** can contact Brother Canada with the following link.  Brother-USA cannot offer any further assistance with her issue.

Best Regards,

Customer Relations
Brother International

7/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a NEW Brother MFC-4510DW printer from ******* on 2/21/2014 to be used for our small business office. It began having issues with paper jams after a few weeks. I was always able to get it to reset, until May 23rd, when no matter what I did it continued to give me an error message. I called Brother and after over an hour on the phone doing every diagnostics test possible they agreed to send me a replacement printer. It arrived after 3 days or so, however they sent me a REFURBISHED printer. Although I wasn't happy about that because I did not pay for a refurbished printer I purchased a new one, I decided to install it and hope my problems were over. That wasn't the case. Within the first 2 days of use I was having paper jams and multiple pages being fed through the machine at a time, printing small amounts on each paper. This has caused a lot of wasted ink and paper. I called Brother back, spoke to a supervisor named ***** who again made me run through all of the diagnostics. This time the error message went away, so she would not send me a new printer, but said if it happens again to call back and they will get a NEW printer out right away. Today, the printing errors began again. I now have a Brother printer on the way to me, again after being on the phone for over an hour. I have no confidence that the NEW printer will be any better than the first NEW or the REFURBISHED printer I have already been through. There is a design flaw in the way this printer feeds the paper. But none of the people I have spoken with at Brother are willing to acknowledge that and they refuse to send me anything other than the exact same printer that will have the exact same issues. (There are plenty of threads to document this available via a quick ****** search.) I am filing a complaint due to the poor response and unwillingness to do what it takes to correct this problem,. They will not issue a refund of my money. They will not replace the printer with a different model.

Desired Settlement: I will accept a refund or credit at Brother to be used toward another product. I even asked if I could get a credit and use it to get replacement ink for my two other Brother printers. They are willing to do nothing but continue to send me the exact same printer, which is unacceptable.

Business Response: As we advised *** *** ***** at the same location via a follow up fax today, which was delivered to ************.  Brother has replace the mfcj4510dw on June 9, 2014.  The replacement machine will be arriving June 11, 2014 under *** tracking number *******************

Consumer Response: Complaint: ********

Brother Reference # *******

I am rejecting this response because:

I received the NEW printer today, the THIRD printer of this exact same model that I have been given, and it is already pulling multiple pages through the machine at a time, printing small amounts on each page, spitting out multiple blank pages in between printed pages and printing uneven so that the document is crooked or smeared and must be reprinted. There is a design flaw with the machine - sending multiple replacements of the same model will NOT resolve the issue. I have asked for a refund and have gotten NO RESONSE to that request!



Regards,

******* ******

Business Response: Brother had a Product Support Specialist on our MFCJ4510DW follow up with the customer to discuss the issues/concerns as they were on their 3rd machine.  The 3rd machine is not jamming, but is multi feeding and printing a little bit on each of the leading edge of the paper.   As a  one time accommodation we have offered to upgrade the customer to our newest machine, the MFCJ4620DW when they become available, which should be in the next month or two. 

**** ******
Customer Relations
Brother International
*********************

7/3/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I just purchased the brother mfc-8710 DW. There are streaks on the scans. I call in. They place me on hold for up to 30 minutes. I ask for a supervisor. They say there is no supervisor. They tell me to clean the machine. I have cleaned the machine 10 times.

Desired Settlement: They need to help me fix this with specific information or replace it. I am very busy and do not have a lot of time.

Business Response: Brother has replaced *** ********** MFCJ8710DW on June 27, 2014.  The tracking number for this shipment via *** ****************** shows the replacement machine was delivered on July 2, 2014.

Consumer Response: Customer Service reps rude and uncooperative.

I did get the new printer, but it just came today.

**





[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.]


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**** ********

6/11/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I Purchased 1 Brother HL-3170 CDW on October 31, 2013 from Office Depot. On Saturday May 31, 2014 the machine started smoking and turned the white paper yellow (appeared to be burning the paper). I call Brother they said I need to replace the waste toner box, the roller pad, the drums for each of the 4 toners and the 4 toners. This was a cost in excess of 500.00. This did not fix the problem I called them back. While on the phone with them I opened the back of the unit and saw that the drum/roller that was the heating unit was burning and melting the seal. It actually burned my fingers upon touching it. I was disconnected with customer service and when I called back they were closed. I called again today June 2, 2014 and was told they would replace the unit with a re-manufactured unit once I gave them my credit card to put a $50.00 hold to ensure that I would return the damaged unit. I said no I would not provide them with my credit card. I felt and feel that I spent enough money on this unit. I was told by the lead supervisor after being transferred 5 times and being put on hold for way to long the entire call lasted 2 hours and 46 mins. The lead stated he would send me a unit overnight and would not charge me the $50.00. End of call. Then I get a call at 5:10 PM from a person by the name of ***** *** who said he was a customer service agent handling this delivery and that he would need a credit card to complete the transaction. Again is stated no and we went round and round. I asked to speak to his supervisor and I was told that" he would email him and when he got around to it he would call me back". This in unacceptable. Had I left this unit running and I was not at home it could have burnt down my home.

Desired Settlement: I would like to receive a NEW replacement not refurnished one as this one is only 7 month old. and I would like this credit card thing waived I would also like the 24 hour turn around I was promised. I would also like an apology from associate that stated I need to replace all the parts that apparently I did not. And an apology from ***** *** for his rudeness. I would never have expected a company like BROTHER to treat consumers this way or in this manner.

Business Response:

Brother has attached a letter and our warranty statement in response to *** ***** complaint.

Consumer Response: Complaint: ********

I am rejecting this response because:
This unit was not even 8 months old.  Your requesting my credit card for your malfunctioning machine is not acceptable.  Also the nearest service center is not within 150 miles from where I live.  Again not acceptable.  I will not accept any offer other than the one I proposed in my complaint .

End of Story
** Otherwise this can just sit on the BBB website so other customers will know how Brother treats their customers


Regards,

******** ***

Business Response: Dear BBB,

Brother International asks that this complaint be marked as closed.  We have provided our warranty terms and conditions on the last follow up letter.  We have also advised why we need  a credit card, which will ensure that we receive the malfunctioning machine back.  Brother will not charge the credit card unless we do not receive the machine back.  I have also attached a copy of the closest Authorized Service Centers in the customer location, by zip code she provided which was 33596.  According to this zip code, we have an Authorized Service Center in 9 miles away. Not 150 miles, as *** *** has advised.


Again we ask for this complaint to be marked as closed as we have provided *** *** two different warranty options that are reasonable. 


Best Regards,
Customer Relations
Brother International 




6/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Brother Dreamweaver 6200 from ****** ******** *** ****** in ******** ** in March of 2013. From the very beginning this machine has been a nightmare. I have sewn for over 35 years and NEVER had the problems I have with this machine. My mother has a Brother and it nevers sews as badly as this machine. I took it back to the place I bought it in November 2013. They calibrated the bobbin. I was charged for this repair and when I called Brother they said that they was not certified. So I am out $87 dollars and change to bring this machine home for it to RUIN everything I have tried to embroidery. I called and was told to take it to **** in ************ and I would not be charged. That YOU was faxing them my information, Nothing was ever faxed and again I paid a service charge and was without my machine for 2 weeks. I went to embroider for the first time and it has now ruined a $40 outfit and now will not even r at ALL. pick up the bobbin thread. I HATE this machine. I did not pay over $5000 for a piece of crap. I would like this machine replaced or my money refunded. I am tired of trying to sew truined or run to a repair shop.

Desired Settlement: I would like a new machine or my money refunded within the next 2 weeks.

Business Response:

Dear ***  ********

 

We recently received a letter from the Better Business
Bureau concerning a problem you are experiencing with your Brother product.

 

With regard to your request for a refund, please contact the
place where the product was purchased concerning their return or refund
policies. Brother cannot interfere nor dictate refund or return policies of
retail stores or Authorized Brother dealers; however we will fully stand behind
the terms of the warranty that came with your Brother unit. Please review your
Warranty Statement for complete details. 


 

On May 20th you advised our customer service that
you were going to bring your VM6200D machine to one of our Authorized Service
Centers, Mid-South Sewing Center for an evaluation with regard to an issue you
are experiencing with embroidering.    If the machine has been taking to *********
****** ****** or if you are still having concerns about the machine, we can
have the unit picked up and sent back to our Brother facility for further diagnostics.


 

If you have any further questions regarding this matter,
please contact me at ************ Ext. ***** Monday through Friday 9:00am to
5:00pm EST.

 

Sincerely,




******* ******

Executive Liaison

Executive Office

 

5/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 2 issues here - * poor customer services * did not help with my issue I purchased a brother printer back on February 20, 2014 on ******** model HL-2280DW. I started having issues printing checks, the printing was not align even though it was working fine. We (the IT gentleman and me) called last week and spend almost 2 hours trying to solve this. Finally they offered us to exchange the printer for a refurbished one and put in hold $50.00 in our credit card while the issue is resolved. We do not want a refurbished printer. We want a new printer or our money back. We needed to take a decision. I called yesterday and spoke to a gentleman named ****, I was telling him, since the printer is still in warranty and it does not have 3 months, I needed a new one or my money back. He put me on hold for 50 minutes (really wrong). I called today and asked for a supervisor, I was transfer to **** ** ***** I asked him if he spoke Spanish, he said no, but he did, he told me he is not allowed to talk Spanish at the phone (laughing about - rude). I commented to him about the customer services rep putting me on hold for 50 minutes, his answer was, the notes said the call was dropped, really? Discrimination, and not willing to help.

Desired Settlement: two options 1. either a NEW printer and a label to return the one we have here or 2. our money back.

Business Response: On May 6, 2014 we offered to replace the customer's machine with the same model.  However, the customer did not want a refurbish model.  Under our warranty terms we reserve the right to replace a machine with a refurbish model if Brother elects to swap the machine.  We can offer a local Authorized Service Center for the customer to bring their HL2280DW to.  Brother would cover the cost of the repair if the customer does not want the unit swapped.  The list of Authorized Service Center in the customer location can be found at the following link. 

http://www.brother-usa.com/service/default.aspx?PGID=1


I have attached our warranty statement that comes with our machines. 

If you have any further questions I can be reached at ************ ********* Monday through Friday from 9:00am to 5:00 pm EST. 

5/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I contacted the support team for Brother regarding trouble we were having with a new Brother printer (15 days since the initial order) in my office. I am a member of IT, so I had already done a great deal of troubleshooting. I was expecting to be connected with someone that could accurately record my existing efforts and the details of the trouble I was having. The first person I spoke with compiled a lot of information from me, but there was trouble with the phone connection on their end (thousands of miles away) and our call was lost. At the beginning of this call, he asked me for my phone number, "in case we get disconnected so I can call you back." When the call failed, I could still hear him and the other agents in the call center very clearly, but he could not hear me. He closed the call after saying, "If the customer can still hear me, I am unable to get a response on the other end of the line and I am disconnecting the call. Please call us back to resolve your trouble." I was immediately frustrated because he had taken my number for that very reason so I should not have been asked to call back if he accurately recorded the information. Nevertheless, I called, I suggested that the next rep look up the phone number and/or serial number that I provided to the previous agent because I did not want to repeat my entire story again. Much to my dismay, she was unable to find any record of the previous call! I carefully explained my problem to her so she could record it accurately and was assured that I would not have to repeat myself to yet another rep. Guess what! Her notes were astonishingly sparse and the next rep had NO idea what the actual problem was. By this point, I was furious and told him that I would not be repeating the story another time after him and that he had BETTER take accurate notes. He was dismissive and eventually blamed the problem on software and couldn't help me resolve it.

Desired Settlement: Given the terrible experience with my very first attempt to get any support for this printer....and knowing that similar experiences are sure to come in the future, I feel that a full refund of the purchase price for this printer (ordered from ****** *****) is deserved for my company. As an additional note, it would be strongly preferred to speak with someone in my native country whose primary language is also that of my native country when I call for support.

Business Response:

Dear ***  ******

 

We recently received a letter from the Better Business
Bureau concerning a problem you are experiencing with your Brother MFC-J6920DW.
.

 

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 unit. Please review your Warranty Statement for complete
details. 

 

Our Brother MFCJ-6920DW comes with a two (2) year warranty
from the date of purchase.  This warranty
will cover any mechanical or electronic issues that may occur during the two (2)
year warranty period.  Under the two (2)
year manufacture warranty if Brother cannot resolve the problem over the phone
we 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.

 

If you have any further questions regarding this matter,
please contact me at ************ Ext. **** Monday through Friday 9:00am to
5:00pm EST.

 

 

Sincerely,

 

 

 

 

******* ******

Executive Liaison

Executive Office

5/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I would like to have my ********** fixed without charge or get a replacement.I'm out of warranty,however,Brother has a reputation for making inferior printer heads.There are many complaints of this on the internet.this is the third Brother printer that I purchased.two of them were a number of years ago.I had one fatal error and two printer heads go on me.the first time. I used Brother ink and the head went on me anyway,twice.I stopped buying from Brother many years ago and this time I purchased ink that was a generic.the printer head went on me again.it didn't matter which brand of ink I used.the head went bad regardless.,so they use the excuse that if I had used hp ink this wouldn't have happened.but it did on my first and second brother printers when I used brother ink.I explained this to them,so then they said,you're out of warranty.this is true,but they should be more liberal with their repair and exchange policy since they make inferior printer heads.they made it clear that they were looking for an out I'm not that far out of warranty.I shouldn't have to replace my printer every two years.I paid about $150 for it.I think that in light of the fact that I have been a good customer.I've owned 4 or their units.I think that I deserve better treatment from them.I spoke with two agents,I then spoke with a supervisor his name that he gave me was ***** ref# **********.He agreed with me about the print heads.He said,"I've seen a number of complaints in internet forums about brother printer heads being cheaply made,but it doesn't matter.you're out of warranty.that's a bad company that does business this way.

Desired Settlement: replacement or repair.If nothing is done I'll never buy another Brother printer and I will let everyone on face book know about my experience.A little integrity would be appreciated.

Business Response: Brother has spoken with Mr. ****** today  (5/15/14).  We offered a one time accommodation to have the unit serviced at no cost to him at one of our Authorized Service Centers in his area.  Brother will cover parts and labor for this repair and Mr. ****** accepted our offer.

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ******




















5/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Brother printer and it was defective. I called their tech support and went through the troubleshooting steps which took 2 hours and the technician deemed it defective and wanted me to pay $50.00 to have it replaced with a refurbished printer. I didn't purchase a refurbished printer and I didn't have a credit card to give them more money. They told me a manager would call me back the next day. A week went by and no call so I called them and told them I would pay the $50 to get a NEW printer and they agreed. while they were setting up the exchange, they accidently hung up on me and called back and then they hung up on me again. This process went on for an hour and a half I called back and asked for the representative I was working with and they refused to let me talk to the same person and told me I had to go through all the troubleshooting steps again. I asked for a manager and he has put me on hold. This process took another hour.

Desired Settlement: I just want a new printer that works. I didn't purchase a used printer, I purchased a new one. I may decide to pursue collecting damages for the inordinate amount time spent dealing with this defective printer issue in small claims court.

Consumer Response:

The company, Brother International, has resolved the issue on their own. I have received a new and functioning product from them. Although it is unfortunate that I had to go to this extent to get the response every consumer directly deserves, I did finally receive a new and functioning printer without any funds deducted from my credit card.

I'm not sure what the next step is, but this issue can be considered “closed” . Thank you for your assistance in this matter, I sincerely appreciate your efforts.

Please let me know if there is anything else I need to do.


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ******



















5/9/2014 Problems with Product/Service
4/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: purchased a brother a MFC J280 W all in one printer. 7 /13/ 1913 , have had nothing but trouble run 38 copies (36 black 2 color ) out of ink in all four cartridges in less than 2 months . called and went thru 1 hour of testing etc they sent me 4 cartridges . lasted 42 copies and 2 months again All ran out together , called again went thru same cleaning and tests over and over again. asked to get shipping label and send it back ,Ignored so I bought 4 high yield cartridges and installed 3/14/14 now its out again and am getting the run around black will not work. so I changed it out 3 times does not work , called and got the run around again , emailed and was told to take it to a repair shop, Over 100 miles away . asked for shipping label like warrantee says to repair or replace , got no where

Desired Settlement: replace with the same or other all in one printer , fax, copier , scanner as the contract says

Business Response: I am arranging for technical support to contact *** *****.  According to our call record on March 10 ,2014  the customer advised the machine was working correctly and if the issue persists they would call Brother customer service.  We do need to confirm how the machine is operating and if its malfunctioning I have advised my technical group to swap the machine under warranty.

**** ******
Brother International
*********************

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Regards,

****** *****  will wait to hear from them. and no its not working I guess they lost the call la week ago.




















4/25/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased my Brother MFC-8950DW October 15, 2013; December 23rd, my machine reported toner needed to be replaces. I took out the old toner, put in the new brother one and proceeded to finish my documents. Within 10 seconds time of starting up, the printed made a crunch sound and then the papers coming out were all blank. I have contacted the number for Brother to get assistance, in hopes of getting my printer fixed; have one of their a techs to come to examine the for this printer is not "little/or light" or even getting a replacement from another store. The only help I could get was "a refund on the toner" , which was all the "CSR" to me he was allowed to offer. I told him all the steps I did to assure it was not the toner, but the machine. I made it clear a toner would not fix the broken printer. He was rude and said that there was nothing he could do;brothers does not refund. So, I then called a tech, paid $125 to have him tell me what I already had tried to tell the CSR which was that was piece of the toner motor broke off (piece is still sitting on my desk). I needed a printer for my work/in desperation, I had to go out and spend money I do not have on a new printer, 12/24/13; Then, December 26/27th I received a call back from yet another tech from Brother - he said their policy would not refund, even for a two and a half old printer. Even though the toner motor was broken (which meant the machine was faulty when purchased). All they could do was replace it, which would take weeks to do - I needed a printer the first day I called - I needed help and all they offered was "replace the toner and refund the cost" - I have a small business which requires four or five hundred pages a day to print, and all the first CSR offered was that they would only offer a refund on the toner; then after three days, I received a call back offering a replacement - AFTER the fact.

Desired Settlement: Full refund; label to send back the malfunction all in one MFC8950DW printer and call things even.

Business Response: I have been contact with ***  ****** on 2/5/14.  She was going to fax me a service receipt from our Authorized Service Center advising what was done and the error.  I have discussed a possible swap of the machine under warranty, but I still have not received this service request.  I left a follow up message to *** ****** today on 2/7/14, advising I have yet to receive this documents.  I have provided my fax number (************) along with my contact number ********************* *if she had any further questions.

Best Regards,

**** ******
Customer Relations
Brother International

Consumer Response: Complaint: *******

I am rejecting this response because:

I purchased my Brother MFC-8950DW October 15, 2013; December 23rd, my machine reported toner needed to be replaces. I took out the old toner, put in the new brother one and proceeded to finish my documents. Within 10 seconds time of starting up, the printed made a crunch sound and then the papers coming out were all blank. I have contacted the number for Brother to get assistance, in hopes of getting my printer fixed; just needed one of their techs to come to examine the printer at the office – way too heavy for me to pick up and tote around. I even asked about getting a replacement from another store. The only help I could get was "a refund on the toner”, the "CSR" said to me he was only allowed to offer the toner refund. I explained the steps I did to assure it was not the toner. I made it clear a toner would not fix the broken printer. He became rude and said that there was nothing he could do; that the policy of brothers does not refund to anyone. So, I called a tech, paid $125 to have him tell me what I already had tried to tell the CSR, a piece of the toner motor broke off (piece still sitting on my desk). I needed a printer for my work, bought a new printer, 12/24/13; Then, December 26/27 I received a call back from another tech from Brother - he said their policy would not refund, even for a two and a half month old printer. Two months later, I received a call back offering a replacement – early February, 2014. The call was from **** ****** – he asked the same questions and I gave the same answers. He asked me to fax over the bill from the Technician and I did the following Monday, February 10, 2014; 11:56 am pacific time. I never heard anything back from *** ******, so I again faxed the same request on March 6, 2014; 12:45 pm, Pacific Time. To this day I have heard nothing back from him and the machine is still sitting on the floor of my office and the broken piece is sitting on the desk.
Translate

Desired Settlement / Outcome
 


Desired Outcome:
I spoke with *** ****** and he asked for something, which I provided. I asked for a refund - he said he would exchange the printer. I am still waiting. This case is not closed nor will be until I get this machine replaced or refunded. I ask for nothing more.

 


Regards,

******* ******




























Business Response: Brother is issuing a brand new mfc8950dw with all the consumables included as an accommodation.  We will be issuing a pre-paid return label so the customer can send back her current mfc8950dw that is not working correctly. *** ****** has agreed to this and feels this was an acceptable offer.  If there are any further questions please call *********************

4/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Brother makes all of its inkjet printer in such a fashion that they consume extremely large amounts of ink whether you use the printer or not. They call this feature automatic cleaning and contend that it is to keep the printer in the best possible condition for printing excellent quality prints. This is simply not true. The automatic cleaning wastes ink at a ridiculous rate and forces the user to continually purchase ink regardless of how much printing you actually do. This feature cannot be turned off and you cannot change the settings so that it cleans less. Replacing the ink in the printer can cost anywhere from $45 to $70 depending on the store. At that rate Brother could give their printers away for free and sit back while consumers are forced to replace ink that they did not use and make a fortune!

Desired Settlement: I would like Brother to refund the price of the printer and 8 ink cartridges. I would also like them to stop defrauding consumers and fix the design of their money pit printers.

Business Response:
Dear *** ******

 

 

The amount
of ink your Brother machine uses can vary depending on different factors, the
first of which is what you print. 
Brother ink cartridges are rated at 5% page coverage, which is the
standard by which most companies measure their ink cartridge life.  Of course, if you print at more than 5% page
coverage, then the life of your ink cartridges will be reduced.  For example, a person who prints photographs
and complex graphics will use ink significantly faster than a person who
normally prints text-only documents.

 

Another
factor is the number of times your machine needs to clean the print head
nozzles.  Whether you are using the
colors 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 all
inkjet machines, not only Brother inkjets.

 

Yet another factor 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 3 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.

 

Brother has taken the fact that
ink does get used into account and designed machines with an ink jet technology
that will save consumers money.  Many
other manufacturers incorporate the print head and ink cartridges into a
one-piece assembly.  Even if only one
color is empty, the customer is required replace not only the print head
itself, but ALL colors contained in the cartridge as well. This typically leads
to a more expensive ink cartridge. 
Brother, however, manufactures the print head and cartridges as separate
consumables.  With Brother’s print head
and ink cartridge technology, you replace only the empty ink cartridge,
thus reducing your cost per page

 

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.

 

We
hope this information is helpful to you.   
If you have any further questions or concerns, please do not hesitate to
contact our Customer Support at ************ for any additional
troubleshooting.

 

Best
Regards,



Executive Office

Brother
International

 

Consumer Response: Complaint: *******

I am rejecting this response because:

That answer is a cop out and is false. Their printers are continually cleaning themselves and burning through ink like it is free. I only print black documents and my default settings are to print in greyscale. Furthermore, I double check these settings almost every print just to be sure I am not consuming color ink. One color print cartridge, when not printing a single color document lasts about a month before the machine starts nagging about low ink. This is simply unacceptable. Brother USA is using their cleaning cycle (something of which I, as the printers owner have no control over when and how often it runs) to line their pockets with my hard earned money.


Regards,

****** *****





























Business Response: Dear BBB,

Our follow up response to *** ***** advised some simple steps how to reduce the usage of color ink cartridges.  If *** ***** feels the machine is performing cleaning cycles more then normal, then he can contact our customer support at ************** to troubleshoot the problem.  If we cannot determine the problem over the phone we can refer the customer to one of our Authorized Service Center to have the machine evaluated.  However, according to the serial number we have on file U61821K7J638501 for the MFC465CN, the machine was manufactured in October of 2007, putting his machine 5 years out of the one (1) year manufacture warranty.  *** ***** would be responsible for the cost at our Authorized Service Center. 

With regards to the customer request for a refund, he would need to contact the place of purchase to inquire about any possible refunds.  If you have any further questions I can be reached at **********************

Best Regards,

**** ******

Business Response:

_This letter is to follow up With regards to BBB Complaint case ID********, ****** *****, Brother issued a second follow up to the customer. It was confirmed that his Brother MFC465CN was not operating correctly in which the print head would need to be replaced.

Sine we value our customer's an upgrade to an MFCJ47ODW was offered to *** ***** as a onetime accommodation for any inconvenience he might have experienced due to his MFC465CN not operating correctly. *** ***** *found our offer acceptable. if you have any further questions or concerns I can be reached at ********1700Ext. ***** or at ************************

4/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a Brother PT-D200 label maker (red color). I put batteries in the machine and print four labels, turn off the machine, turn it back on the next day and the batteries are dead. It uses batteries like mad, I have replaced the batteries three times. There is something seriously wrong with this machine.

Desired Settlement: I will accept a replacement machine (I have an old one I love) or if there is a flaw or design problem then I would like a refund.

Business Response: I have attached our follow up letter and warranty terms for the PTD200

Consumer Response: Complaint: *******

I am rejecting this response because:I contacted the business to arrange for replacement of my machine.  They asked that I fax THEIR letter attached to this BBB message to them which I did.  I have not heard back from them about making arrangements for replacement of my machine.  This is the second time they have promised to call back and have not done so.  They would not accept my credit card number or tell me where to send the machine saying they would send a postage paid mailer.  I receive my mail at a post office box...they required a street address.  If they mail anything through the post office to my street address it will not get to me.  Only items delivered by ***** or *** can go to my street address.  I feel they are giving me the "run around" regarding replacement of this flawed label maker. 



Regards,

**** ******





























Business Response: Dear BBB,

Under our warranty terms if a replacement machine is offered we do need a major credit card and physical street address to send the replacement machine too.  When Brother send outs the replacement machine we provide a pre-packing slip so the customer can send the malfunctioning machine back to Brother at no cost to them.  Again, we do need a credit card and a physical street address (no P.O. Boxes) in order for us to issue a replacement machine.

Best Regards,

**** ******
Brother International
************ *********

Consumer Response: Complaint: *******

I am rejecting this response because:I provided a physical street address.  I also volunteered to give them a credit card number which they would not accept and said they would call me back for the credit card number after I faxed a copy of THEIR letter to me back to them which I also did (I have the fax receipt).  This company is giving me the run around and I believe trying to wear me down so I just say this is not worth the effort.  I worked hard for the money I spent on that machine and Brother should stand behnd their merchandise.  There are numerous complaints online about this defective labeler,  I only wish I had read them before I made the purchase.  I have a one year guarantee on this machine and they are suppose to replace it. 



Regards,

**** ******





























Business Response: Dear BBB,

Brother has attempted to contact *** ****** on 4/15/14 and 4/16/14.  Both calls went to voice message.  Brother has provided the contact number she can call to process the exchange of her PTD200SA product.  As we advised we just need to confirm the address and a credit card is needed for a $1.00 hold to ensure that we receive her original machine back to Brother.  The credit card is never charged, unless we do not receive the original brother machine back. 

Best Regards,

Customer Relations
Brother International
************ *********

4/8/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Brother sewing machine"ProjectRunway Limited Edition" CE7070PRW Computerize Sewing Machine - Automatic needle threader doesnt work and is complicated - ,SuperBright Led light is too tiny to light up work area ,Horizontal spool spin flies off spinner,,,stitch selector too small and dosent work properly ! The accessories (needles,pressure feet , bobbins ,etc.) are cheaply made,and too flimsy. The Whole Machine is TOO lightweight -and is more of a TOY,and NOT FIT for regular sewing projects as advertised !

Desired Settlement: BROTHER makes good machines-however THIS is NOT one of them ! If I cannot get a refund - I would like an EXCHANGE for a new,BETTER MODEL. This was given as a gift -and would hate to tell the Giver that this is a piece of Junk ! Please respond soon -as I need a sewing machine NOW ! (before I purchase another brand)

Business Response:
Dear *** *****

 

This letter is to follow up from a Better Business Bureau
Complaint that we received with regards to your Brother CE7070PRW.

 

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.

 

If you require troubleshooting or operational assistance,
please contact our customer service department by calling ************between
9:00am and 7:00pm EST Monday through Friday for technical assistance.

If the issue cannot be resolved Brother will offer to cover
the repair at no charge. 

If you have any questions regarding this matter, please
contact me at ************ **** ***** Monday through Friday 9:00am to 5:00pm
EST.

 

 

Sincerely,

 

 

**** ******

Executive Office

Brother International

 

Consumer Response: Complaint: *******

I am rejecting this response because:- I  received the machine as a Gift ,and have no idea where it was purchased .  The machine is  fautly and is unusable by me. I feel the manufacturer should stand behind their products,regardless of where it was purchased .   I am willing to accept another  product of the same value- in the form of a gift certificate-or- another machine !  thank you . ******** **** I  Am open to  their offers.           P.S.  I noticed  they posted "glowing" remarks ,from  other  purchasers (supposedly)--  but  only  AFTER  I aired my complaints !



Regards,

******** ****





























Business Response:

As we advised in our follow up response on 2/28/14, brother cannot offer any type of credit for trade in value.  Brother offers free technical support on all of our products for the life of the machine.   To troubleshoot a problem, our customer support can be reached Monday through Friday from 9:00am to 7:00pm EST at 1-877-*********



Consumer Response: Complaint: ****
I am rejecting this response because: (Second attempt to respond) It will take MORE than TECHNICAL support  to fix  the problems  !  The machine is of poor quality ,does not live  up to   your advertivement,difficult to thread  and operate !  The attachments are too light-weight-as  is the machine  as well. 
  In my many years of sewing -this is the worse machine BROTHER  has sold .  I can see no use  in your offering "SUPPORT"   for somthing  that cannot be fixed ! My  only "OUT" is for you to give me credit  towards  one of your better models! This was a GIFT  I wish I  had never gotten ! 


Regards,

******** ****





























4/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I recently contacted Brother International for an issue I was having regarding printing on Bar 4 sized (5.13" x 3.63") envelopes using an HL-2170W printer. I was advised by a Brother tech representative to uninstall my current printer driver and re-install a printer driver compatible with windows 7. After uninstalling and re-installing the drivers, my printer which was functioning prior to the service call now will not turn on. The technician guided me through each step of the uninstall/re-install process which I followed diligently and now my printer is not functioning. I've contacted Brother several times to rectify this problem, but they will not take accountability for their actions stating that my printer is out of warranty and any repairs will be at my expense. The printer is a little over a year old and this is the first problem I've experienced since its purchase. I contacted a local Brother repair center and the diagnosis I received is that the printer board is fried and the repair is estimated at $150. I am a loyal consumer of Brother products and will continue to purchase their products in the future. My issue is not with the quality of their products but rather with the erroneous procedure provided by the technician. I trusted that this technician was well versed in solving my issue and he in turn caused a larger problem. I do not recall the name of the tech I spoke with but the ticket number for the service call is: *******. I also spoke with a supervisor regarding the repair or replacement of my printer. His name is ***** and his work ID # is ****. Thank you for your attention to this matter.

Desired Settlement: I would like my printer to be repaired or replaced at the expense of Brother International.

Business Response: Dear *** *******

We do apologize for any inconvenience you have had with your Brother HL2170DW.  Please understand uninstalling and reinstalling the software could not damage the power supply, as they are different functions. However, powering down the machine and turning the machine back on could have caused the power supply to stop functioning.  Due to the age of the machine with wear and tear this could be possible that the power supply needed to replace.   I would like to personally assure that this was not caused by the Brother support or the troubleshooting steps.  However, Since we value our customer's and this happened on the phone with Brother support we do understand your concern for this issue Brother will make a one time accommodation to cover both the parts and labor that is needed to repair your HL2170DW.  if you are interested in our accommodation, I can be reached at ************ ********* Monday through Friday from 9:00am to 5:00pm EST to arrange a service request being sent to the Authorized service center closed to your location.

Best Regards,

**** ******
Executive Office
Brother International  

4/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Description of issue: This thing has too many bugs and problems. Among them: 1. It only prints sometimes. Other times it hangs up and I get printer error when I check the queue. This causes it to stop working and freeze up. 2. The fax function of this machine keeps trying to take over the whole thing, making itself the default. It directs me to troubleshoot, then says the problem is that the fax is not the default function. I don't need a fax machine at all, and I certainly don't need one that thinks it is the primary function. 3. Another printer problem is that it hangs up, says it is receiving data, and never actually prints anything. 4. Can I dispose of Paperport, Nuance, and every other useless piece of trash the startup disk installed? Paperport specifically grabbed my printing jobs and held them without actually printing anything. Annoying, and useless as far as I can tell. 5. I cannot control the scanning, copying or other nonprinting functions from the computer. 6. Calls to your customer service line to resolve any or all of these problems have been futile. You have limited hours and take all afternoon. I am frustrated to the point that I will no longer spend my day on hold to get five minutes of support. And then this machine will malfunction anyway. 7. My warranty remains in effect. Please send me a return postage label so I can send this thing back for a full refund under the terms of your warranty. It is a piece of ***** and I will never buy another Brother product, based on this experience.

Desired Settlement: I have requested, and have not received, a postage-paid label so I can return this thing for a complete refund. I wasted $75 and way too much time on the phone with Brother trying to make this thing reliable. Brother offers a warranty and support. To date they have provided neither. They refuse to send a shipping label or even discuss this option. And their support is a joke -- open only on weekdays when I have no time at home to spend on this. I cannot take the day off work to spend it on the phone with Brother. Initially I was willing to take their offer of a call to me, provided they could do it on a weekend. They refused, and parroted back the hours I cannot be here as the only option. Based on my experience with their support so far, I will no longer agree to do this anyway, since it has already proven frustrating and pointless. I have a copy of my invoice that could be printed or emailed if needed. This was purchased from an authorized online dealer and their warranty applies.

Business Response: *** *******

 

This letter is to follow up from your complaint that was
filed with the BBB concerning a problem you are experiencing with your Brother MFCJ650DW.

 

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 MFCJ650DWproduct comes with a two (2) year
warranty from the date of purchase.  This
warranty will cover any mechanical or electronic issues that may occur during
the two (2) year warranty period.  Under
the two (2) 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.

 

If you have any further questions regarding this matter,
please contact me at ************ **** ***** Monday through Friday 9:00am to
5:00pm EST.

 

 

Sincerely,

 

 

 

**** ******

Customer Relations

 

Consumer Response: Complaint: *******

I am rejecting this response because: Brother remains in breach of its promise of support or exchange. This is the email exchange that already has occurred, leading to the complaint:

March 4, 2014 (from Brother): "**** *******, We understand that you are having multiple issues with printinf (sic) from your MFC-J650DW. We are sorry to hear this and will be more than happy to assist you. We definitely apologize for any delays in contacting our phone support. We would like to have a Technical Support agent contact you directly fer to troubleshoot over the phone for the issues that you are experiencing (sic). Our hours of operation are 8 am-7:45 pm CST, Monday through Friday (excluding major Holidays). Please reply to this email and provide a telephone number (area code included) along with a date and time for us to call you. Please include your time zone as well.  We will also need the model near you for troubleshooting. Regards,"

March 5, 2014 (from me): "The best time to reach me is on weekends. I can arrange to be here at noon Eastern time Saturday or Sunday, take your pick. Weekdays are bad, unless I have a holiday weekend. This printer is already registered with Brother. My email address is ********************* My model is MFC-J650DW. The serial number is ********* **** *** It was purchased Dec. 6 from **********. I cannot promise to reproduce all of these problems on command. They occur on their own, and fairly frequently. This is why I am not optimistic about resolving them."

March 6, 2014 (from Brother): "Our hours of operation are 8am-745pm CST, Monday through Friday.  We are not open on the weekends.  You can contact us when it is convenient for you. Our support number is ************* ****************

March 6, 2014 (from me): "Please send me a postage-paid label so I can return this item for a full refund. It does not work as advertised, and Brother refuses to offer support in a timely fashion, nor at a time when I am available to use it. The company is in breach of its warranty and its promise of support."

March 10, 2014: "We understand that you would like to request a refund for the MFC-J650DW. We apologize that you are having issues with the machine and will be more than happy to troubleshoot to resolve any issues that you are experiencing with the model. Refunds are handled by the point of sale. This is not a part of the Manufacturer's Warranty
agreement. If the machine was purchased from Brother sales via telephone or online website within the last 30 days, please contact Brother sales dept at ************* directly to request a refund. If purchased from another retailer, please contact that retailer directly. If you would like to troubleshoot to resolve the issues that you are having with the MFC-J650DW, please reply to this email and provide a telephone number (area code included) along with a date and time for us to call you. Please include your time zone as well. Our hours of operation are 8 am-7:45 pm CST, Monday through Friday (excluding major Holidays). We will also need the model near you for troubleshooting."

March 10 (from me): "I got this piece of crap from *********** However, ****** pointed out -- correctly -- that your warranty on the printer remains in effect. It is your printer, purchased new. Are you now saying your warranty does not apply? Don't worry, you'll be hearing more about this..."

After March 10 I stopped attempting to communicate with Brother directly, since it was clear to me that this exchange was going nowhere. For example, on March 10 they apologize for my problems using the model number I provided, yet at the end of the same email they again ask for the model number. Huh?

Also, on March 5 I explain that weekdays are bad for me (for support), since I'm not near the printer. I specifically offer them noon for a callback on either Saturday or Sunday. They respond by restating their limited weekday hours, and reiterate that they are not open weekends or holidays. After this I stopped reading their emails, and filed this complaint. On March 20, after seeing yet more email in the queue from them, I advised them not to contact me directly again, and opted to let the BBB act as an intermediary. I did this because my email correspondence with them had become repetitive, nonresponsive, and had reached the end of its usefulness. I hoped that Brother would be more responsive with a third party involved.

Alas, this response is just more stonewalling by Brother in an attempt to disown a product they wish they never had built or sold. Wishing won't make it happen, Brother. I don't care about the letter of a warranty -- either you stand behind your products or you don't. This thing is less than six months old. You sell far more printers through third-party retailers than through your own sales force. This does not remove your name from the product, nor does it excuse you from making an honest effort to support, refund or exhange products that do not work properly, doing whatever that requires. An honest, ethical company would have resolved this by now. Instead, you still are not responding.

******* ******

Business Response: Dear
BBB,



Our customer support is open Monday through Friday from 9:00am to 8:00pm
EST.  We currently do not offer any additional hours of
troubleshooting.   With regards to our
warranty statement, the customer must be able to troubleshoot the issue
first.  If we cannot resolve the issue
over the phone we can offer to replace the machine or offer an Authorized
Service Center (ASC) to have the unit serviced at no cost to the customer.  The customer can always bring their machine
to one of our Authorized Service Center in their area to have the machine
looked at.  If the ASC determines the
unit is not operating correctly Brother will cover the all the necessary
repairs.  Our ASC’s can be located at *******************

As
Brother has explained to ******, with any regards to a refund he must contact
the place of purchase.  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 unit (which we have stated above). 



Best Regards,



Customer Relations

Brother
International

Consumer Response: Complaint: *******

I am rejecting this response because:
1. Brother is being nonresponsive. They know I am not able to troubleshoot during the week before 7:45 p.m., which is their actual end of workday for support. See my complaint and prior response, including the email string, and you will see that I have pointed this out to Brother previously.
2. Brother also knows that despite the inconvenience, I did contact their support line, where I spent more than an hour on hold and got no meaningful support. I won't sit on hold for Brother so they can fail to solve the problem, especially when I have to take time off to do it.
3. Brother keeps referring to "authorized" shops that could troubleshoot this for me, or exchange it for me. But they have yet to identify any such place in my location, which they have because my printer is registered on their Web site. They have no intention of fixing this, and I don't want another Brother printer anyway. I want this one to go away and not return.
4. I don't know what Brother thinks it has "explained to ******** All I know is they peddled a crappy product and now wish to walk away from it. **********, the dealer for this printer, will not take it back. But they have pointed out, correctly, that Brother's warranty remains in effect. So I already have contacted the dealer, and am following their advice. If Brother were a reputable company this would be reasonable. At this time it appears Brother is not a reputable company.

Regards,

******* ******





























4/4/2014 Problems with Product/Service | Complaint Details Unavailable
2/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a pe-770 Brother embroidery machine roughly 11 months ago. This machine was defective right out of the box. The carriage squeaks upon movement and does not pick up the bobbin thread. These issues were reported to the customer service department over the past year. Each time I was told to take it to the nearest sewing shop to be looked at. They would not submit an exchange. The issue of the bobbin thread was fixed temporarily, but after 2 uses it is still not picking up thread. The unit is DEFECTIVE and has been since initial purchase. I'm requesting yet again to be sent a new machine in exchange for the defective machine that I received.

Desired Settlement: I would like the machine to be replaced with a new one that is not defective.

Business Response: Brother has been in attempt to contact *** ******** with regards to her Brother PE770 machine and the possible concerns she is having.  We will need to arrange for the machine to be shipped back to our facility in ********* first for proper diagnostics. 

We also followed up with our Authorized Service Center on January 30, 2014, ***** ***  ****** ******.  A repair was made on 11/21/13 with an issue of threads being tangled in the upper tension assembly .  The service center removed the threads, cleaned and oiled the machine and no squeaky noise could be found.

Best Regards,

**** ******
Brother International

2/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Contacted Brother 12/12/13 regarding the printer printing a black page. A new printer was sent, but it was still printing black pages. Called again and they sent out a new drum unit. Printed approx 10 pages fine and then further issues occurred. Called back and emailed scans of the pages on 1/2/14. I emailed again on 1/4/14 when I did not hear back on 1/3 letting the service person know that I was a teacher and this was only way to print more than 5-10 pages and school started back in a few days. Called 1/9/14 and left a voicemail prior to 5PM URGENTLY stating that I had not heard back from anyone since 1/2 and needed a working printer as soon as possible as school had started and I am unable to provide my students with anything due to the delay. Emailed AGAIN on 1/13/14 requesting that I hear SOMETHING the next day 1/14/14. It is now 1/14. It has been OVER 1 MONTH trying 1 step at a time with days of shipping and DAYS of NO RESPONSE FROM SERVICE CONSULTANTS. I understand it is your goal to try and solve the situation as cheaply as possible, but this is ridiculous.

Desired Settlement: A brand new unit (same or greater value) that has been verified to work properly shipped next day to my home along with (2) high-yield toners (TN750) as I had just put a brand new one in approx 100 pages prior to the issue arising and have replaced with another one to try and fix the problem that I was not getting help on.

Business Response: Brother followed up with *** ***** on 1/30/14.  Our product support specialist confirmed the issue is now spots and horizontal black bands on the front and back of the paper.  The issue was temporarily resolved after replacing the drum.  The HL5470DW was being used on metal filing cabinet.  We had the customer move the machine to her desk then had the customer print a large print job that she would normally see the reported issue.  There were no issues in printing after moving the printer of the metal cabinet. Sometimes using the machine on a conductive surface can cause these types of issues.  Our product support specialist will issue a follow up call later today to see if the machine is operating correctly.  Please let me know if you have any further questions, I can be reached at *********************

**** ******
Customer Relations
Brother International

1/31/2014 Problems with Product/Service | Complaint Details Unavailable
1/24/2014 Problems with Product/Service | Complaint Details Unavailable
1/21/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a printer Brother printer from ******* i*n ***** ***** *** there was a 1 year warranty on the printer and after 5 months printer started giving problems so i called brother and they told me to take it to the local service center. after couple of days i got call from service center and said its working ok now. still problem was not solved after bringing it back. so i took it back and this time service center called and said brother said they can not do anything to repair the printer.

Desired Settlement: If it is non repairable printer i would like a replacement with same model printer.

Business Response:

Thank you for bringing this to our attention about *** ***** issue. Our records indicate that we replaced *** ******* HL54700W under warranty on December 19, 2013 in which he agreed upon. I hope this information is helpful in closing out *** ******* complaint. If you have any further questions I can  be reached at ************ *** ****** Monday - Friday from 9:00am to 5:00 pm EST

Best Regards,

**** ******


1/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Please note: Brother has not been helpful in any way in resolving the issues with this printer – HL5470 DW, purchased 03/08/13. I think my last conversation with tech support, in which he had me repeat the same actions I performed previously on every single contact with customer service, with one exception. Again, I continue to have exactly the same problem I have had since day one with this printer. I print a document with mixed originals and either in the process or for the next document the error message forces me to use the manual feed tray. After my last session with tech support in which there was one new change, all the pages of paper inserted in the manual feed pulled through together completely clogging the printer so it is now useless and unusable. This last contact at tech support told me Brother never gives back money and the solution to my problem was to use their printer with a different computer. I contacted tech support on 08/20, 08/22/, 11/06, 11/07, 11/08, 11/11, 11/22, and 12/02. THESE ARE THE DATES I HAVE RECORDS ON. There were at least 6-10 other contacts with tech support of which I have no record, (at least 1x/mo from purchase date forward.)

Desired Settlement: I want all my money back or a brand new printer of better quality that I can sell. This is my 7th and LAST Brother printer. I will NEVER own another product produced by this company.

Business Response:

This letter is in response In *** ****** ******* complaint that was filed with the Office of the Attorney General in ******t. case number ********** Brother International Corporation had a representative in am division contact *** ******* on November 22, 20 i3 (mics :11255350 huh) and again on November 25. 2013. When our representative spoke with *** ******* on November 25, 20-13 he was informed by her, that she did not want to troubleshoot the issue with her Brother HL 5470dwt  and the Adobe fill: she alleged to be having issues with, but only Wanted in be refunded the price of the machine.

With regard to the customer request For a refund, she will need to contact the slore where 1hr: product was purchased concerning their reiurn and or refund policies. Brother cannot interfere nor dictate refund or return policies of retail slums: we wiik ful ly stand bahind the tar-ms of the warranty that came with her product.

Brother does- offer free: technical support on all ol'our pmducl (s) for the life ul' the machine e'ven manufacture warranty has expired. Normally. lwubIcs-houting the problem n'ver llae phone can resolve: 111:: issue. if lhe customer dams not want to trmzbieslmut the problem (5), Brmher can providc: the customer with an Amhoi'izc Service Ccntcr in their area to bring, the machine. fur diagnostic tcsiing. However. if no mechanical or ciccli'miic issue can be found the cusmmer would he charged for the diagnostic fee.

1/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a Brother HL-1240 printer and MFC-9840CDW multi-function unit. When I bought the HL-1240 in 2008, it crumples one out of every few pages. I exchanged it for the same unit in 2009, but it has the same issue. The 9840 has always had tons of issues. For one, if one of the 4 ink cartridges is empty, the scanner and fax on the machine will quit working even though they have nothing to do with the toner. A few days ago, it also kept saying it was out of paper even though there is a ton of paper in it.

Desired Settlement: I'm tired of fighting with Brother on its low quality products. Brother needs to send me a refund on these units, so I can buy a ** brand multi-function unit instead. I contacted Brother executives but still do not have a refund. Thank you.

Business Response: Your e-maiis to *** ******* and numerous e-mails you have sent to Brother employees at our corporate office regarding difficulties you are experiencing with your Brother machines have been forwarded to me for reply.

As you have been previously advised, if you would like to seek a refund, please contact the store where the products were purchased and inquire about their refund policies. Brother cannot interfere or dictate the refund and/or return policies of retail stores; however we will fully stand behind the terms of the warranty that came with your Brother products.

Brother does offer free technical support on all of our products for the life of the machine even if the manufacturer's warranty has expired. Normally. troubleshooting the problem over the phone can resolve the issue. If you do not want to troubleshoot the problem (5), Brother can provide you with an Authorized Service Center (“ASC”) in your area. The customer is responsible for all costs of the diagnostics performed by the ASC, along with any parts and labor that might be needed.

In the meantime. we trust that you will cease and desist all e-mail communication with Brother employees that have no involvement in customer service related issues whatsoever and with your issue in particular. We hereby place you on notice that if this behavior continues, your e-mail address will be blocked. In addition, Brother reserves the right to take any action to protect its interest and that of its employees.

If you would like to continue to troubleshoot the problem you are experiencing with your Brother
products, please contact *** ******* at ************ ******** or via email *************@brother.com rrange for specific time that would accommodate you, this of course
during normal business hours.

Consumer Response: Complaint: *******

I am rejecting this response because:

1.      
Of course I will continue to contact Brother
until they resolve the issue.  Obviously, I won’t be ceasing or deceasing
contacting Brother or filing consumer complaints until that time.  I won’t
be taken advantage of.

2.      
The past few days, I have contacted Brother
technical support.  On the MFC-9840CDW unit, Brother alluded that for the
scanning to work, all 4 ink cartridges must be full.  However, ink is not
used when scanning, so the machine should still let me.  On the HL-1240,
Brother refused to do anything about pages being crumpled when printing. 
They said I would have to have it repaired at my own expense, even though it’s
always done this.

3.      
They’re Brother’s products, and they certainly
can take the items back and mail a refund check.  It’s easy.  I can
walk Brother through the process if they wish.  Once I receive a refund
check on these 2 machines, the complaint will be closed.  It’s that
simple.


Regards,

******* ********





























Business Response: Dear BBB,



As we stated in our follow up response to *** ******** dated 11/1/13 from
our Senior Corporate Counsel and Legal Director, ******* ***** (which we
have attached) Brother offers free technical support on the life of our product
(s).  *** ******** has been provided the correct information he needs to
contact our customer support to troubleshoot the problem.  Again, if ***
******** would like to pursue a refund on his Brother products (s) he will need
to contact the place of purchase, to inquiry about their refund and or return
policy.  Brother International will not
interfere or dictate refund and or return polices of retail stores.

Brother has
provided *** ******** with all the proper information and have explained thoroughly
what needs to be done.  We thank you in
advance for your consideration in closing this complaint as “resolved”. If you
have any further questions or would like to discuss this case more I can be
reached at **********************



Best Regards,





**** ******

Executive Office

Brother International

Consumer Response: Complaint: *******

I am rejecting this response because: The store I bought it from didn't make the crappy products.  Furthermore, Brother would not be interfering with the store's return policy because the refund would be coming from the store.  It would be coming from Brother.



Regards,

******* ********





























12/3/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased my Brother MFCJ835DW 10/13/2012, the printer starting jamming last week and I have contacted Brother to get assistance, in getting my printer fixed or getting a replacement. I have not heard from Brother and is now a week.

Desired Settlement: I would have the printer fixed or replaced.

Business Response: Brother attempted to reach Ms. ****** on 11/13/13 and 11/14/13. The customer service rep left their contact with the customer to call back to troubleshoot the problem she is experiencing with the Brother MFCJ835DW.  The agent's contact number that was left was ###-###-####Ext.****
**** ******
Executive Office

11/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i have 4 brothers mfc machine with the same problems all has head issues..after the 1st time , they said it was me..now i brought this one worked the first time use . at the second time use it was skipping paragraphs i asked for a refund of my money. they said i have to give them my credit card to hold $50 and take it where i brought it at. they dont give refund..i have proof that this is a manufacturers defect 4 different models printer for brothers from old to new

Desired Settlement: i want a refund

Business Response: I have discussed our warranty options with Ms. ******* over the last two months, just recently on October 15, 2013.  On August 13, 2013 Brother issued a Service Request to cover the parts and labor at one of our Authorize Service Centers (ASC) in her area.  Ms. ******* is responsible for bringing her unit to the ASC.  However, she will not have to pay for the labor or parts on the machine as that cost will be covered by Brother. 

I have explained our other warranty option would be to swap the ********* with a replacement machine, however a credit card is needed since this will ensure the return of original machine (we supply the prepaid packing slip to return the original machine as well).  The credit card is only charged if we not receive one of the machines back in a timely manner.   Ms. ******* advised that she does not have a credit card.  Brother understands not every customer has a credit card, which is why we have our Authorize Service Centers to repair the customers machine.

Our Authorize Service Center is approximately 9 miles from customer zip code she provided.  Our Asc has the part for this repair.  It was agreed upon, on August 13,2013 that Ms. ******* would bring the unit to the ASC, which is why we sent the part and service request to the ASC location.    Also, I have attached our warranty statement that comes with the machine.


Best Regards,

**** ******

Customer Relations

 

Consumer Response:
Complaint: *******

I am rejecting this response because:I HAVE 3 OTHER BROTHERS MACHINE THE 1ST ONE ******* WAS ONE THAT HAD THIS PROBLEM. I TOOK IT TO THE SERVICE STATION WHERE  THEY HAD MY MACHAINE ALMOST 2 WEEKS WHEN I GOT IT BACK I HAD ALL DIFFERENT PARTS. I TOOK THEM A NEW MACHINE THEY PUT ALL USED PARTS WHICH ONLY LASTED A COUPLE OF MONTH. THE SAME HEAD ISSUE ON ALL MY BROTHER MACHINE WHERE IT SKIPS PARAGRAPHS. THE MANAGER FROM STAPLES ***** ******* IN ALTAMONT AVE SCHDY NY TRIED TO GIVE ME MY MONEY BACK , HE COULDN'T BECAUSE HE DIDNT HAVE THE SKU. WHEN I CALLED BROTHERS , THEY KEPT PURPOSELY GIVING ME THE WRONG NUMBERS.. AFTER MY PERVISES EXPERIENCE WITH THE SERVICE STATION I DONT TRUST THEM. IM NOT LEAVING MY MACHINE NOWHERE. I AM NOT A HAPPY CUSTOMER



Regards,

******* *******





























Business Response: Dear Ms. *******,

As we explained in our follow up letter to you on October 17, 2013.  We understand not every customer may have a credit card.  If our customers cannot provide a credit card to exchange their unit, then Brother can offer a no charge repair at one of our Authorize Service Centers ("ASC") in the customer’s location.  The customer is responsible for bringing the
machine to the Authorize Service Center. Brother did send the service request and part to the ASC on August 13, 2013.

Please understand our warranty policy is not to scrutinize our customers.   This policy is in place to assure that malfunctioning Brother machine is returned.  Brother International Corporation strictly places a $50.00 dollar hold on the customer’s credit card.  The credit card is never actually charged unless we do not receive the malfunctioning unit back in a timely manner.  Once the machine is returned to Brother
International Corporation the hold is then lifted. 

With regard to your request for a refund, please contact the store where the product’s were purchased concerning their 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 products.

Best Regards,

**** ******
Executive Office
Brother International




 

11/17/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a ***** Brother Scanner from *** ****** ***** on the October 23, 2013. When I went to register the device on line I was offered 'BR RECEIPT' software. Put my ****** **** number in and was charged $9.99. A few minutes later the software was downloaded and I installed it. I called Customer Service with a problem I was having and was given the correct advice. Today I looked for the BR RECEIPT USERS GUIDE. I found it and downloaded it. When I went to print it I found the print was greyed out. I searched a bit more for the security portion of the PDF file. It states you cannot do: Print or Modify or Copy. This is seems strange to me since it is 1) A downloaded file with no prior documentation 2) I paid $9.99 for the program in question. 3) It would seem one should be able to print out the user guide if that is the only guide there is to the software you paid $9.99 for.

Desired Settlement: Either Email me a printable BR RECEIPT USERS GUIDE or send me a BR RECEIPT USERS GUIDE or send an unlocked pdf file to me via email so I may print the BR RECEIPT USERS GUIDE

Business Response:

Brother has made the correction.  Our customer support contacted Mr. ********* on 10/30/13, left a voice message that the manual would be available on 10/31/13.  On 10/31/13 an email was sent to the customer advising this, email we have on file is *************************

Please let me know if there are any further questions, ###-###-####Ext*****

**** ******
Executive Office
Brother International

11/5/2013 Problems with Product/Service | Complaint Details Unavailable
11/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an all in one printer MFC490cw in 2010, which quite naturally I understand the warranty is over. However the issue as told to me by supervisor ********, is that the ink cartridges get clogged on the inside of the machine, unbeknownst to me. The resolution is that for those callers who are out of warranty, which every representative keeps stressing upon, is a replacement refurbished MFCJ430 model. However my model printed far more pages per minute hence the reason it was purchased. I replaced two sets of ink cartridges not knowing this defect existed. Just as with a car and a recall consumers are notified. No one notified me of such and one representative stated they didnt have to, it was my responsibility to call. Why would I think the item was defective if it was purchased brand new and used very little. As I explained to the rep and supv, I moved in 2011 and the item was in storage not being used. I just retrieved it and upon trying to use it again blank pages were being printed. I opted to purchase another set of ink cartridges only after reading the label where it stated to use the ink within 6 months. Once this didnt work, I phoned into Brother's customer service and I learned that they were sending me a refurbished updated model which does not offer the same (print per minute) ppm, that I had with my original purchase and they were not going to replace the two sets of ink cartridges I purchased. All of this hardly sounds fair even if I am out of the warranty. If you know there is a malfunction with a product that you manufactured why not notify your concumers. Serial numbers go along way for many reasons.

Desired Settlement: I want a comparable machine with the same ppm and one that is slightly used not refurbished, since I am out of the warranty. and two sets of ink cartridges. However just so you know I was not outside of the warranty when the problem occurred. I just did not know the problem was with the brother all in one.

Business Response:

This email is response to an email we received from the BBB
on your behalf, with regards to an issue you are experiencing with your Brother
MFC490CW.  We are sorry to about any
problems you may have experience.

 

On 9/23/13, our customer support offered to replace your MFC490CW
with a comparable model, which is the MFCJ430W. I have attached the brochure
for both the MFCJ430W and MFC490CW. As you can see by the technical specifications
the page per minute (ppm) are very similar. 
Also, by upgrading you to the MFCJ430W you are receiving a new one year manufacture
warranty on this product.   Brother
reserves the right to offer a refurbish model under our warranty guidelines.

 

However, if you are unhappy with this upgrade, Brother can
arrange to have the unit shipped back to us, and we then can offer to cover the
repair of your MFC490CW at one of our Authorize Service Centers.   This would cover parts and labor as a onetime
accommodation.

 

Or, if you would like to keep your MFCJ430W, I would be glad
to look further into offering an extra set of LC71 ink cartridges for you.  Please understand that the MFCJ430W was
shipped with a set of LC71 ink cartridges. 
I would need a receipt showing the purchase of the LC61 ink cartridges as
you stated in your email to the BBB.

 

If you like to discuss either of these options I can be
reached at ###-###-####Ext.***** Monday through Friday from 9:00am to 5:00pm
EST.



 Best Regards,


**** ******
Executive Office

Brother International

Consumer Response: Better Business Bureau:

I did accept the offer and below is a copy of the receipt that's Brothers USA has requested so that they may reimburse me an extra set of ink cartridges.

Regards,

**** ****`




















10/23/2013 Problems with Product/Service | Complaint Details Unavailable
10/22/2013 Problems with Product/Service
9/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a Brother MFC-8950DW printer/scanner/copier on Aug. 1, 2013. On Sept 9 it began giving the error #72 which meant paper jam or defective sensor. There is no paper jam. The printer gave instructions to turn of and back on. This worked after the 10 or more tries. The printer worked for one more day. On Sept 10, it began having the same problem. I called customer support and spent approx 45 minutes providing info to ** at Brother. After being unable to get it to work, ** stated that he would replace the machine. He needed a $50 deposit which he would hold until I returned the broken machine. Having been on the phone for so long, and being placed on hold several times, I had to work and turn it over to my secretary. When ** came back on the line she took the message from ** regarding the replacement machine and $50 deposit. I called back to give my credit card info and spoke with ****** who tried to start the whole process of verifying the error again. I told him that I was promised an exchange and that I was just calling to give my $50 deposit. ****** stated that the info I was given was incorrect and that he would not replace the printer, but instead would have a technician come out and repair it. I told him this was unacceptable and that I wanted him to keep the promise of replacing this 5 week old printer. He stated that he could not do that. He also confirmed that ** has promised I would receive a new printer. I asked to speak to his manager. I spoke to ***** ******* #***** She also confirmed that ** told me I would receive a replacement printer. She admitted that the mistake was Brother's. I stated that then she should make the issue right and honor the promise I was given. She refused. She only offered on site repair. On site repair should have been offered first thing, and not only after promising to replace the printer.

Desired Settlement: This printer is only 5 weeks old and already needs service. This is the sign of a lemon. I want a replacement as promised. I want the company to honor what their employee stated, and that is to receive a replacement. Actually, I would prefer an entire refund such that I could try a different brand as I feel their customer service leaves much to be desired. I have now spent 1.5 hours of my day dealing with Brother Customer Service. My time is worth something, too.

Business Response:

The MFC8950DW comes with an onsite warranty and normally not replaced.  However, due to an error by our customer support, Brother offered to swap his MFC8950DW on 9/11/13.  The unit was shipped out overnight via ups, with tracking number *******************  It was received by *** ******* on 9/12/13.

**** ******
Executive Office
Brother International

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.  I appreciate the replacement.  After not being satisfied with the initial response from Brother, I contacted the store I purchased it from. They were willing to give me a full refund. My plan was to return it there and buy from a different manufacturer.  The prompt response the following day changed my mind, and I will continue to use their products in the future.  I would like to suggest that Brother change their warranty to at least replace defective items in the first 30 to 90 days, and provide onsite support after that period.  Thank you.

Regards,

******* *******




















9/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 13 August, 2013, I contacted Brother-USA in regard to a printer, that is still under warranty, regarding a paper-feeding problem. I was told to take it to a local authorized service center. I did so, but after a few days the service center told me that they could not work on a warranty issue without paperwork from Brother. I brought the printer home and called Brother. After a lengthy conversation that included several trouble-shooting tests, they said the problem was due to a faulty paper tray and a replacement tray is in stock, and would be mailed to me. I should receive it in 5 to 7 days. It did not arrive. I called back and was told it did not ship, and would be sent to me overnight. It did not arrive. I called back and asked to speak to a supervisor. He told me the same thing and would phone me back to give a tracking number. I didn’t get a tracking number and the shipment did not arrive. I called back and was told that the item was not in stock, but they would research the incident and call me back the next morning. No call was received. On 11 September I called the corporate office and spoke to ****, the administrator of the customer service department. He said he would check into the matter and phone me early the same afternoon. He did not call. Records of the activity are under my phone number ***** ********* I want one of the following to happen: Receive the paper tray Receive a check in the amount of $155.00 to cover the original cost of the printer Receive a new replacement printer of same or better model

Desired Settlement: Replace the paper tray or Replace the printer or Send a check for $155.00 to cover the original cost of the printer

Business Response: I spoke with *** ****** on 9/11/13 with regards to a paper tray for his Brother MFCJ825dw being on back order.  I was able to locate the paper tray in our warehouse and sent this via *** overnight.  I spoke with *** ****** on 9/12/13 in the morning to provide him an update along with the tracking number which was ******************.  According to the tracking the paper tray was received on 9/12/13 at 2:56pm.

**** ******
Brother International

9/15/2013 Guarantee/Warranty Issues
8/7/2013 Problems with Product/Service

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