brother CORE Service Pack Instructions
- September 9, 2024
- Brother
Table of Contents
CORE Service Pack
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Specifications:
-
Service Pack Name: CORE Service Pack
-
Duration: 3 years (standard), 4 years, or 5
years -
Technical Support Helpdesk: Monday – Friday,
9am to 5.30pm -
Service Type: Return to base
-
Level of Cover: Mechanical failure**
-
Repair Turnaround Time: Within 3 to 7 working
days from the warehouse receipt -
Return Shipping: Standard postage
-
Exclusions: CORE Service Pack excludes TJ
series of products
Product Usage Instructions:
1. Overview of CORE Service Pack
The Brother CORE Service Pack allows you to extend your standard
service coverage from 3 years to 4 or 5 years. This ensures that
you are covered in case of failure for an extended period.
2. Activating the Service Pack
You can activate the Brother CORE Service Pack on your Brother
Online account within 28 days of purchasing a relevant product. The
service pack applies to specific Brother product series
PJ/RJ/TD.
3. Scope of Coverage
The Brother CORE Service Pack covers mechanical failures for the
specified duration. It does not extend to TJ series products.
Normal usage for printheads and platen rollers is defined based on
the product series, as outlined in the terms and conditions.
4. Claiming Service
In case of a covered defect, you can claim the Brother CORE
Service Pack service with a repair turnaround time of 3 to 7
working days. Return shipping is through standard postage.
Frequently Asked Questions (FAQ):
Q: Can I purchase the Brother CORE Service Pack after 28 days
of product purchase?
A: No, the Brother CORE Service Pack must be purchased within 28
days of buying a relevant product.
Q: What happens if my product is not covered by the Brother
CORE Service Pack?
A: In such cases, you will be notified that the claim is not
covered. You can opt for Brother’s repair services at applicable
rates.
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CORE Service Pack
“At your side” every step of the way
Contents
Brother Service Packs . . . . . . . . . . . . . . . . . . . . . . . . . . . 02
Brother CORE Service Pack terms and conditions. . . . . . . . . . . . . . . .
. . . . . . . . . . . . . . . . . . . . . . 05 Contact details. . . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . . . . 13
1
Brother Service Packs
Thank you for choosing one of our Service Packs! We know you rely on your
printers to keep business running smoothly, that’s why we ensure each product
is produced to the highest standards. We’ve conducted years of research and
development and hours of rigorous testing to ensure our products never let you
down. However, from time to time things can go wrong, so we feel it’s equally
important to make sure expert help is at hand. That’s why we have Service Pack
offerings on all our thermal printers for that extra peace of mind.
2
CORE
With CORE Service Pack, you can extend your standard 3 year service to 4 or 5
years. By choosing a Service Pack, you have the assurance that you are covered
in the event of failure for up to 5 years from the original date of purchase.
You can find the full terms and conditions for Brother CORE Service Pack on
pages 4 to 12.
Features Duration
Technical support helpdesk Service type Level of cover Repair turnaround time
Return shipping
Brother `CORE’
3 years (standard)
4 years
Monday – Friday* 9am to 5.30pm
5 years
Return to base
Mechanical failure**
Within 3 to 7 working days from the warehouse receipt
Standard postage
CORE Service Pack excludes TJ series of products. * Excluding bank holidays. ** Includes printheads up to normal usage, see terms and conditions for further details.
3
Brother CORE Service Pack terms and conditions
Terms and conditions applicable to Brother CORE Service Pack
These terms and conditions describe the terms and scope of the Brother CORE
Service Pack. They do not affect your statutory rights or the obligations of
Brother under any other contract. The purchase of Brother CORE Service Pack is
optional, and Brother CORE Service Pack can be purchased within 28 days of the
purchase of a relevant Product. Brother CORE Service Pack cover is provided by
Brother subject to the terms and conditions set out in this document.
1. Information about Brother and you
This Brother CORE Service Pack is provided to the customer (you, your) by
Brother UK. We are a company incorporated in England with company number
00029301 and our registered office address is at Shepley Street, Audenshaw,
Manchester, M34 5JD. You agree to be bound by the terms and conditions set out
in this document in respect of Brother CORE Service Pack. By entering into the
Brother CORE Service Pack agreement with us, you warrant that you are legally
capable of entering into contracts and are at least 18 years old.
4
2. The Brother CORE Service Pack agreement
After placing an order and making a payment for Brother CORE Service Pack, you
will receive an information pack from Brother confirming your activation code.
A contract is established between Brother and you once you have paid for the
Brother CORE Service Pack. Your service will commence immediately on
activation of Brother CORE Service Pack on the Brother Online website. Your
Brother CORE Service Pack term will be stated on the back of your information
pack and will commence from either the date of activation or, in the event of
failure to activate Brother CORE Service Pack within 28 days of purchase of
your Brother Product, the original date of purchase of the Product. You agree
that you will register your Product on Brother Online and then activate your
Brother CORE Service Pack on our website at https://atyourside. brother.co.uk
/register-your-device within 28 days of purchase. The Brother CORE Service
Pack is valid in Europe only. Subject to the provisions of this document,
Brother assures that during the Brother CORE Service Pack period, the Product
(as defined in paragraph 3 below) will perform substantially in accordance
with the written specification. As a Brother CORE Service Pack customer, you
are entitled to repair or, where Brother determines that repair is not
possible, replacement of any faulty Product to which the Brother CORE Service
Pack applies during the Brother CORE Service Pack term. If you would like to
learn more about your Product or troubleshoot any problems, you can refer to
your Products user’s guide, FAQ’s and further technical support on our website
www.brother.co.uk.
5
3. Scope of Brother CORE Service Pack
Brother CORE Service Pack applies to the Brother product(s) against which
Brother CORE Service Pack is activated in your Brother Online account (the
“Product”) and any installed Brother accessories only. Brother CORE Service
Pack Products may apply only to the PJ/RJ/TD series of Brother products and
may not be activated against any other Brother product line.
Brother CORE Service Pack does not extend to:
· Accessories or print heads and platen rollers which are not included with
your Product (inside the Product packaging);
· Other consumable or service items including tapes, labels or batteries.
These items are covered under their own right by warranty against
manufacturing defect in materials or workmanship, for 12 months, or the
appropriate life cycle of the consumable, whichever is the soonest;
· Print heads and platen rollers which were included in the box but which have
either exceeded normal usage as defined by Brother below or not been
maintained and cleaned in accordance with Brother’s reasonable instructions;
· Products which are outside of the PJ/RJ/TD series of Brother products;
· Accidental damage and damage caused by inappropriate use (including use
which is not in accordance with Product instructions or operating manuals),
exceptional environmental conditions, inappropriate operating conditions or
the Product having come into contact with unsuitable materials;
· Damage caused by the chemical or electrochemical effects of water;
· Minor variations to the Product specification which are of no significance
to the Product’s value or fitness for purpose;
· Damage to third party items or parts, materials or equipment not
manufactured by Brother;
· Loss or damage outside of Brother’s reasonable control, such as transport
damage for which we are not responsible, poor maintenance or failure to
observe operating or assembly instructions.
6
For your information, normal usage for print heads and platen rollers is defined according to product series as set out below. Brother reserves the right to assess Product usage on a case by case basis.
Product
PJ-7 Series RJ Series
(RJ-2035B, RJ-2055WB, RJ-3035B, RJ-3055WB)
RJ Series
(All RJ models excl. the above row)
TD-2 Series
TD-4D and TD-4T Series
Normal printhead usage 100,000 pages 30km
30km
30km 30km
Normal platen roller usage 100,000 pages 50km
30km
30km 50km
Brother reserves the right to withdraw Brother CORE Service Pack in the
following circumstances:
· Where repairs to the Product have been performed by persons not authorised
by Brother to carry out such repairs or the Product has been tampered with,
altered or modified, except by Brother authorised service personnel (including
the installation of any unauthorised software);
· Where the Product is damaged by non-original spare parts, accessories or
consumables. Although you are not required to use Brother original supplies
(media and/or ribbons), if the use of non-Brother supplies (media and/or
ribbons) is found to have caused damage to the Product (including but not
limited to fault/damage/malfunction of print heads) for which a claim is made,
any claim for service under these terms may be rejected at the discretion of
Brother;
· Where Brother reasonably believes that you are in breach of the terms and
conditions of Brother CORE Service Pack;
· Where the Product has been subjected to unusual physical or electrical
stress, abuse or forces or exposure beyond normal use within the specific
operational and environmental parameters set forth in the applicable Product
specification;
· Where the price for the Product has not been paid by the due date for
payment;
· In the event of physical or verbal abuse of Brother staff.
7
In the event of the occurrence of any of the exclusions listed above, Brother
shall notify you that the claim for Brother CORE Service Pack service is not
covered by Brother CORE Service Pack and you may opt to direct Brother to
repair such defect at Brother’s applicable rates for repair, plus any
applicable VAT and/ or sales taxes.
Repairs or replacement (at Brother discretion) provided under Brother CORE
Service Pack neither extend the standard warranty or Brother CORE Service Pack
period nor commence a new Brother CORE Service Pack period for the Product.
The service period for any spare parts, print heads and platen rollers
provided under the Brother CORE Service Pack ends with the expiry of the
standard service period of the Product.
Where services are unreasonably or dishonestly requested by you, whether
during the Brother CORE Service Pack term or otherwise, Brother reserves the
right to charge you an appropriate amount for the repair of the Products. Any
charges or sums shall be payable by you, plus any applicable VAT and/or sales
taxes.
Repair, spare parts and replacements
When you request Brother CORE Service Pack services for your Product, Brother
will determine whether rectification of defects will take the form of a repair
or replacement of the Product. Where Products need to be returned to Brother,
we will issue instructions for return which you must follow. You will bear the
cost of such returns.
Brother reserves the right to request evidence of purchase of the Product
prior to issuing replacements or carrying out repairs.
Where necessary we will use all reasonable endeavours to supply spare parts
and replacement components required to repair the Product. Replacement
Products or spare parts provided under Brother CORE Service Pack may be new or
refurbished items equivalent in performance.
8
Upon receipt of a valid Brother CORE Service Pack claim and return of the
faulty Product, Brother commits to either repair the Product or issue a
replacement Product as soon as is reasonably practicable. You must return your
faulty Product to Brother at your expense and any failure to do so will
invalidate your Brother CORE Service Pack. No replacement Products will be
issued unless and until any faulty Products are returned in accordance with
Brother’s instructions.
Brother shall issue repaired or replacement Products to you at its own
expense. Brother shall not be liable for any delays or failures of its third
party delivery and courier services.
User settings and machine configuration may be lost or affected by the repair
or replacement of the Product and Brother shall not be liable for any such
loss or change.
Your obligations
You shall:
· At all times keep the Product in the environmental conditions recommended by
Brother;
· Use the Product only in accordance with Brother’s instructions as to the use
and operation of the Product as may be set out in the Product manual;
· Cooperate with Brother in attempting to resolve any Product issues via
email, live chat or telephone. This may involve performing routine diagnostic
procedures, installing additional software updates or patches, removing third-
party options, and/or substituting options;
· Return the appropriately packaged Product to Brother in accordance with
Brother’s instructions;
· Retain proof of purchase of the Product during the term of Brother CORE
Service Pack;
· Not allow any person other than Brother or its representatives and
subcontractors to adjust or repair any part of the Product;
· Ensure that the product is registered with Brother Online, via the Brother
website https://atyourside.brother.co.uk/ register-your-device
9
You shall ensure that Brother’s representatives or subcontractors have full
and free access to the Product and to any records of its use kept by you to
enable Brother to perform its duties. You shall provide Brother with such
information concerning the Product, its application, use, location and
environment as we may reasonably request to enable us to carry out our duties.
You shall indemnify and keep Brother indemnified against all loss, damage,
costs and expenses awarded or incurred by Brother in connection with any
breach by you of these terms.
Liability
Except where Products are sold to a consumer (within the meaning of the Unfair
Contract Terms Act 1977) all warranties, conditions or other terms implied by
statute or common law are excluded to the fullest extent permitted by law. If
you are a consumer, your statutory rights are not affected by these
provisions. Subject to the provisions of the paragraph below, the liability of
Brother for any failure to comply with these terms and conditions shall not
exceed the price paid for Brother CORE Service Pack in respect of the relevant
Product. Brother shall not be liable for any loss of profit or consequential
damage or any other claim for compensation. Nothing in these terms and
conditions excludes or restricts Brother’s liability for death or personal
injury arising due to our negligence or for fraud, fraudulent
misrepresentation or any other liability which may not be excluded or limited
legally. Without prejudice to the foregoing, Brother shall not be liable for
any loss of data or information stored in the Product whether such loss is
caused by a defect or malfunction of the Product or otherwise.
10
General
Notices: Any notices or other communication to be given under these conditions
must be in writing and may be delivered personally or sent by post or email.
Any notice or document shall be deemed to have been served immediately if
delivered personally or within 48 hours if sent by post, by facsimile or by
email.
Enforceability: The invalidity, illegality or unenforceability of any
provision of any of these terms shall not affect the other terms.
No partnership: The relationship of the Parties shall be that of independent
contractors. Nothing in the Agreement shall be construed to constitute a
partnership between or joint venture of the Parties, nor shall either Party be
deemed the agent or employee of the other or have the right to bind the other
in any way without the prior written consent of the other.
Third party rights: A person who is not a Party to these terms has no right
under the Contracts (Rights of Third Parties) Act 1999 to enforce any term but
this does not affect any right or remedy of a third party which exists or is
available apart from that Act.
Bribery and corruption: Brother warrants that it has and shall maintain
processes and procedures that are in line with the requirements of relevant
anti-corruption laws for the duration of the terms.
Assignment: Brother may assign, subcontract or otherwise transfer or purport
to assign, subcontract or transfer its rights and obligations under these
terms and conditions. You may not transfer, assign, charge or otherwise
dispose of your rights and obligations under these terms and conditions
without Brother’s prior consent.
Sub-Contracting: Brother may sub-contract any of its obligations under these
terms provided that Brother shall be fully responsible for the acts and
omissions of such sub-contractors.
Waiver: Failure by either Party at any time to require the performance of any
provision of the Agreement shall not affect the right of such Party to require
full performance thereof at any time thereafter.
Variation: The terms may be varied from time to time by Brother and a copy of
the revised terms shall be provided to you by via your Brother Online account.
11
Conflict of terms: These terms and conditions shall take precedence over any
other terms and conditions of sale in the event of a conflict but do not
affect your statutory rights. Law: The Agreement shall be governed by and
construed in accordance with the laws of England without reference to
conflicts of law principles. The Parties agree to submit to the exclusive
jurisdiction of the English courts.
12
Brother
contact details
Expert help is at hand:
Website
www.brother.co.uk
Postal address
Brother UK Ltd Shepley Street, Audenshaw, Manchester M34 5JD
Email
support@uk.brother.eu
Telephone
0333 777 4444 Your calls to us may be monitored or recorded for training
purposes.
All terms and conditions are correct at the time of printing and are subject
to change. Brother is a registered trademark of Brother Industries Ltd. Brand
product names are registered trademarks or trademarks of their respective
companies. 13
Brother UK Ltd.
Shepley Street, Audenshaw, Manchester, M34 5JD.
Tel: +44 (0) 333 777 4444 www.brother.co.uk/service-packs
CD4627