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Crumbles the corner of envelopes. Brother MFC-7460DN. Since…

Customer Question
Crumbles the corner of...

Crumbles the corner of envelopes.

Technician's Assistant: What's the brand and model of your printer?

Brother MFC-7460DN

Technician's Assistant: How long has this been going on with your MFC-7460DN?

Since new

Technician's Assistant: When did you last update the Operating System (OS) on the computer or device you're printing from?

Not sure on the pc and I don't know if the printer has ever been.

Submitted: 8 months ago.Category: Printers
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Answered in 4 hours by:
12/13/2017
Technician: Harry, Engineer replied 8 months ago
Harry
Harry, Engineer
Category: Printers
Satisfied Customers: 2,838
Experience: IT at Justanswer
Verified

Hello:

Welcome to JustAnswer! My name is ***** ***** I am happy to be assisting you today. My sincerest apologies that it look so long for someone to reply, we're a bit behind with the holidays coming upon us. Before we begin, can you please let me know if you still need help with your question? Just use the reply box to let me know.

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Technician: Harry, Engineer replied 8 months ago

Have you always had this issue?

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Technician: Harry, Engineer replied 8 months ago

Does it happen with regular paper in there? (Crumbling the corners of the paper)

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Customer reply replied 8 months ago
No, only envelopes.
Technician: Harry, Engineer replied 8 months ago

If you only place one envelope in the tray, does it still crumble?

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Customer reply replied 8 months ago
always.
Technician: Harry, Engineer replied 8 months ago

This is a strange issue because if it was a roller issue then all paper going through would crumble or crinkle but it only happens to envelopes.

Does it always crumble in the same location?

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Customer reply replied 8 months ago
always on the left bottom front. Also, use the front tray for envelopes.
Technician: Harry, Engineer replied 8 months ago

It could be an issue with the envelope roller that is crumbling it.

Do you notice the sound of crumbling at a certain point when it starts to print?

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Customer reply replied 8 months ago
No sound of crumbling.
Technician: Harry, Engineer replied 8 months ago

Does it happen on multiple sizes of envelopes?

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Customer reply replied 8 months ago
All envelopes.
Technician: Harry, Engineer replied 8 months ago

How old is the printer?

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Customer reply replied 8 months ago
Maybe 1 year old or less.
Technician: Harry, Engineer replied 8 months ago

If it is under 1 year old, it can be repaired or replaced under warranty since it should not be doing that.

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Customer reply replied 8 months ago
I doubt it's under warranty.........
Technician: Harry, Engineer replied 8 months ago

Is it under a year old?

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Customer reply replied 8 months ago
I actually don't know exactly when it was purchased.
Technician: Harry, Engineer replied 8 months ago

You can contact Brother and they can determine the age of it for you if you wish to see if it can be replaced/repaired under warranty.

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Customer reply replied 8 months ago
what's wrong with it????
Technician: Harry, Engineer replied 8 months ago

There must be a roller that is crumbling the envelopes when it is sending it through the machine.

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Customer reply replied 8 months ago
I will look in the morning when I get to the office and I will contact you since we have not come up with a solution.
Technician: Harry, Engineer replied 8 months ago

OK

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Customer reply replied 8 months ago
I looked at every roller and everything is in good shape. I also looked in to when it was purchased; it was 1-1/2 years ago.
Technician: Harry, Engineer replied 8 months ago

Crumbling of the envelope is either the envelope or the roller.

Since it does it with multiple envelopes and even when there is only 1 envelope in the tray, it is likely a roller/gear issue somewhere in the printer which requires someone on-hands to look at it.

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Customer reply replied 8 months ago
Thanks, I'm sorry to say we have not accomplished anything.
Technician: Harry, Engineer replied 8 months ago

Yes, I understand.

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