Brother Reviews 

The worst customer service I think I've ever experienced. It's like their agents have been trained to antagonise you. They don't listen or try to help. I've tried phone, webchat and WhatsApp. I was told my case was being escalated and I'd receive a response within 2 working days- I didn't. I reported my experience via their customer satisfaction survey and have had no response. I've repeatedly asked for the direct contact details of someone I can make a formal complaint to and been told that this isn't possible. I'm writing this review in a last ditch attempt to get the attention of someone in the company who actually cares about their customers or at least, their reputation!

Have always used HP but thought would give Brother ago. What an antiquated machine.
Absolutely appalling

Cannot rate the service from Brother Sewing Machines, highly enough.I emailed them regarding the instruction manual, for my 4234D. Reply email from them the next day, problem solved, one very happy customer.

Buyer beware! I did nothing as complicated as buying a toner cartridge from them - big mistake. Turned out I needed to return it, unopened. Despite their returns policy stating:
How do I return my Product?
Please contact our Customer Agents using our Live Chat Service or Telephone, the details are available on our website. Our Agent will check a few things with you and issue an RMA Number (Returns Materials Authorisation Number) and explain to you what’s needed to get the goods back to us

The process was anything but simple. 4 phone calls, failed whatsapp and eventually an operator had to raise a 'ticket' just to get an RMA - bizarre. When I asked for a complaints procedure I was told I would have to raise a ticket to get that detail.
Best avoided.

I would like to thank Lewis Kerber for his outstanding help & support today
Having ditched the old MFC-J5730DW that finally failed after many years of good service. I bought the replacement MFC-J5740DW. This is much quieter and more efficient than the old machine

As a result of installing the new software, it would not print 2 sided.

I tried without any success to get this to work and eventually gave up and had to resort to the helpline 2 calls later and then an escalation to their consultant worked wonders.

I was in awe of his technical ability to sort out and to diagnose the issues, after my own failed attempts.

It took Lewis a long time, at break net speed, to fix everything by taking over the machine and fixed everything- All I could do was watch with amazement at his competence!
So I am very surprised at their low scores recorded here My experience was truly Professional THANKFULLY!

Well done Brother once again you certainly earn your reputation as " Brother at your side "

Its so true!

Thanks!

DO NOT USE THIS COMPANY. Customer Service is appalling - you have to go through WhatsApp and they don't seem to read what you send (is Simon AI?) I have barely used any ink purchased by Brother less than 2 weeks ago. I sent the printer back to them and they claim there is "no fault." They state don't send the inks back and then promptly add in engineer’s advice no inks returned.

What kind of complete moron must one be to alter the software on a quite good device, the printer, and render it useless scrap?

There chat support with Igor is soooo bad. No help with register a product to get 3 years warranty. It was impossible to make a new account probably a problem with my. ax domain...

Worst printer on the planet do not buy any brother printers you will regret it

Is in Sleep mode even though you try everything to get it out of sleep mode, then finally you have success and, great, it prints off your document several times, even though you wanted it to be printed just once.

shame they don't have zero stars. What a waste of money and time. Brother printer MFC-J5345DW. Basic conflict with my operating system. first contacted social media twice who could not help. They passed me to the website. 1st contact 40 minutes, second contact 50 minutes. The second time I pointed out that if the history in the thread was read, the service person could see the error codes and what was wrong. However, I was made to repeat the process as they had to do tests. How do they test my printer from where they are???
the pauses in between text is about 4-5 minutes each time. I ended up at the same place where I left off with the last helper. How difficult can it be to correct a driver conflict? I gave up as I had to go out to work. This printer was for my business so needed.
I will scrap Brother and buy a printer that works.
Such a poor service. Still can't belive how bad the experience was.

Was looking for a printer. The site did not give the width of the printer (MFC-J5740DW) with the printed paper collector tray sticking out. Just that it was 398mm deep. The online so called advisor "Simon" told me altogether it is 810mm wide. I queried this stating it could not be possible, one obviously, but also if the printer was only 398mm deep how could a pull out tray be more than the printer width? I was then just totally ignored.

I had problems accessing my account for ink subscription. I enquired online and over the phone. I was told I would receive a phone call by the next working day. I had already tried this service before, they didn't contact me. Again the same thing no access to account, no phone call. Terrible service which is a real shame as I like the printer. Ordered ink from a third party which was half the price.

I can only add to the growing list of one star reviews and echo their comments. If you have ANY type of issue be assured that Brother are expert at avoiding offering any type of support.

A brand new printer had a faulty black transfer drum (produced repetitive black mark on pages) from the start. The fault on the drum was easy to see and I submitted pictures of the drum. I tried all contact methods all of which only produced requests, often repeated for irrelevant information e.g. serial numbers of all toner cartridges and drums, machine serial number (already submitted at registration) etc. or 'how to calibrate print quality' automated replies. Obviously delaying tactics to frustrate the customer in the hope they would go away or replace the faulty item at their own cost.

A month later, numerous emails, online 'chats' and several calls (30 minute wait each time) and my complaint has still not been 'escalated' and I doubt it ever will.

This was my first experience with a Brother product and it will be my last and that's not just regarding printers.

UPDATE: As expected, I never received a response and the issue was never dealt with. The printer is now in the bin and has been replaced by a 'reputable' brand.

Worst company to buy electronic items . Bought a laser printer with endless issues . Built from cheap plastic parts . Don’t buy brother try Hewitt packard or Samsung . As for customer service ??what customer service . Useless

Bought a printer that I needed to use in a hurry, it arrived quickly but without the cable you need to activate the wireless connectivity.
Doesn't serve the purpose I bought it for what a waste of time

We used to champion Brother. But their printers and customer service have fallen off the planet.
We contacted Brother having watched the printer clean its way through now 3 sets of cartridges. Over £100.

Their reply having fulfilled their requirements was
" sorry we cannot help" unless I spend money sending it to them for which I have to pay and not conclusive to it getting repaired?

It just asked for another cartridge to be replaced hence the prompt to write this
I'm buying an epsom laser 400% cheaper to print.

Bought a printer about 9 months ago and we have had nothing but problems since. Things such as not printing double sided, printing the wrong colours, streaks, printing a blank paper before every print request and leaving marks on both sides of the paper.
Contacted support service and they advised to update the driver which we did. This solved the double sided printing issue but nothing else. A few printer head cleans didn’t do the trick either.
Contacted them again and after waiting approximately 20-30 mins for each answer I was told it wasn’t covered under their warranty promise so they could try and fix it and charge for it. This is a printer supposedly for business use and not a cheap one! I’ll have a to get a new one after less than 1 year and I certainly won’t be getting anything from Brother ever again

The Brother website is impossible to contact for support for my color laser printer. I tried and tried to find a way, but was unable to contact Brother about a support issue. Basically, they have turned their back on me at this point. On their support contact page, I did a search for my not-too-old printer's model number and got no results except for two text listings (non-clickable) of that model number. All attempts on my part to find a way to contact Brother led me back to that non-functional web "Our Customer Service team is here to help" page.

Absolute garbage. Constantly offline, constantly reinstalling drivers. Save your money and buy something else, but DO NOT buy a Brother printer!