Brother Industries Reviews 306

What a farce. They have paper instructions, a little screen and of course the online setup. Once it tried to complete the firmware set up it failed and it merrily says setting machine and nothing completes.
Hard to understand the stupidity of their tech team that the instruction don't tell you when the main software has completed and a heads up to the length of time it takes to download the firmware.

I purchased this printer about a week ago. It is a MFC-L2717DW. My last printer was great from them, except for the periodic dropping off the network. This printer works great for one computer but not the other. I have more than one computer I need it to work on. I was on chat with Brother after calling and being told by their auto service that I could leave my name and number and someone would call back within 35 minutes. That was yesterday. Not a single call!
The chat guy had me putting in the IP address twice to find it. It didn't find it the first time so I don't know what he thought would be different the second. He had no idea how to resolve the issue and told me he would set up a call and someone would call within 2 hours that could help me resolve the problem. No one called.
First of all, make sure your product is sound. I only have one network and if it is working on one computer, it should work on all of them as they are all on one network! Second of all, train your customer service people to know what to do as this problem is pretty common and some people, myself included are not able to fix it. (Along with the machine going to sleep every 15 seconds. I have set it to 15 minutes but it does what it does and they can't seem to fix that either.)
Third, if you say you will call, keep your word and call and fix the problem! This is the last Brother printer I will purchase after this experience. I will be researching and finding a company that actually values it's patrons that have been with them for years. Clearly Brother does not value anyone but their bottom line in my opinion.

I am editing the review because the company did call back after the review and worked with me to fix the issue. Most of the time is works now but there are still hiccups where it simply will not work and I have to play around with it which is why I only raised it to a 3 star experience.

I bought a 5330 and after that did not work I gave Brother another shot and get a high end mfcj6955dw or 6955. The errors and jams were of several types. And frequent. Including grabbing multiple sheets at once. In trying to solve problems w/ the 6955, which started shortly after the purchase, Engineering/Manufacturing said the PRINTER DOES NOT SUPPORT 3 HOLE PUNCH PAPER. (1) I have never heard of that. (2) It is not in the advertising or specifications. (3) A Level 5 rep said the opposite, that since it was not NOT listed as UNsupported then 3hole punch WAS supported. (4) It is ridiculous to build a paper feed system and to sell one that does not support a commonly used paper type. I have not been more disappointed w/ a company in a long time. My summary reaction (after being happy w/ Brother sewing machines for decades) is certain and permanent avoidance.

Terrible color laser printer (model MFC-L8905CDW). DO NOT BUY this model. Bought in August, 2023 and within 4 months, I started having problems with print quality, to the point of it being completely unusable for business.

Customer Service is the worst I've ever experienced. Six calls, 2 times were disconnected (no call backs), and over 7 hrs on the phone. Very incompetent customer service people answering the calls with no ideas on how to fix the problem.

The company doesn't stand behind their product, STAY AWAY FROM BROTHER PRODUCTS. I'm going back to HP...

Stay away from Brother Printer, It's a a BAD BAD PURCHASE. I just recently purchased a Brother MFC-L3770CDW printer, and paid almost $600. The black toner went out in few prints. I hardly printed like 50 pages. LOL. And after emailing the customer service multiple times, they said you would have to buy new toner. I just bought two laser printers from other brands, never had any issue. So, stay away, they have zero customer service. BAD PURCHASE!! DISAPPOINTED!!

very bad warrnty, they just don't want to do the warranty. give you all the excuse to refuse.

I would not come anywhere near Brother printers. My experience with them has been a nightmare. Purchased a laser printer at Officeworks and within 6mths (not even used much) it just stopped working and would not turn on. Contacted Brother and they do not replace, instead they repair. Their repair partners are hopeless. 1. Partner repairers are useless. I've contacted one nearly everyday and either can't get through or never there for me to drop the printer off. Brother then want me to travel elsewhere further to another of their repairers. A huge inconvenience. They'll just send you everywhere without consideration of your personal circumstances. 2. Slow to respond. After complaining about their service partner and chasing them they offered to pick up. I never heard back and chased again. 3. Brother nor Officeworks will not give a refund for their rubbish printers. 3. Their technical support is atrocious. After care sale non-existent. The person I dealt with was terrible, no empathy at all. Unless you want to deal with rubbish printers and horrible non existent support do not buy this brand. You will regret if something goes wrong. I have been battling and chasing for.nearly three weeks and my printer is still not fixed. I'm at a point where I am traumatised when I see or hear of this brand. I just want the printer gone and my hard earned money back. I have reported the company to ACCC and Fair trading for breaching basic consumer rights for products and repair.

I put an honest and courteous review on their sight, see below, and I received an email saying, that it cannot be published to the website.
My review:
"No replacement for super ink cartridge.
I bought the brother J1205W because of the capability for large ink cartridges. The new printer came with a high yield black cartridge but nowhere can I find a replacement. Quite disappointing. The high yield cartridge is a strong selling point for this printer. It seems shady that I cannot find a replacement anywhere, including brother. Perhaps I'm missing something. I hope to hear back that I'm wrong. I just bought 5 new cartridges to replace the ones that came with the printer (I had to buy two, standard yield black, to last as long as the original high yield one. This cost $90+. Which is almost the cost of buying a new printer with the great black cartridge. The printer itself has worked perfectly without one single mishap. It's a great compact printer and fast."
Today the new cartridges came and the (standard yield) cartridges are no more than 25% full.

You make products that do not work- your customer service department is employed by the low intelligence people I ever spoke too- I have contacted you plenty of times to let you know the new printer stops working- the last one did this also- your printer does not get to decide if it’s going to work or not- you are under obligation to make products that work and they do not. Our company is garbage and I bad mouth the Brother Company to anyone who stands long enough to listen. Your are nothing but a fraud and a phony!

The worst, most egregious Customer Service I have ever encountered. Poorly trained, recalcitrant, and remiss in their duties to take comprehensive notes.

Their "LEVEL 5" is supposedly top tier but the agent 'Paul' was excessively hostile, bullying, and unresponsive.

Received a series of links to try and service my HL-L2395dw printer. making copies with black all over them. The links sent did not work. the cyustomer service which I tried before is terrrible. A lot of time spent getting no where. If I do not get some help I will not ever buy brother again. the product I have liked in the past. But I cannot get help with the issue.

Called Support - could not ever actually speak to anyone. I was connecedt to a fake voice in a French accent who said its name was Kevin. When I asked to speak to a person I recived no response and was put on hold for about 10 minutes before I gave up.

DO NOT BUY anything from this company- they obviously do not care about their customers

My printer wasn't printing from my computer. After some searching online, I found the Brother Customer Support on-line chat, got an agent, and discussed my issue. When she was stymied, she got someone else. When both were unable to solve the problem, I knew I needed to have someone on the phone, where I could sit beside my computer and printer as we spoke. I was insistent on my getting telephone assistance. Rasha, the on-line agent, said someone would phone me in a few days. And sure enough, to my surprise, the phone call came!! It took two separate long phone calls, where Auja, the agent, guided clueless me as she applied various stratagems to my computer while she tried to solve the problem; and, happily, she was finally successful! I know the frustration when a printer won't work. And the anger when you can't get help from a company after you've spent considerable money on their product, So, in Canada, anyway, try that route to get help from a Brother agent.

I have had problems with two brother colour laser printers recently and found brother support staff very arrogant with an attitude ‘we’ve got your money bad luck go away, they offer no help except go to a service centre who charge more than the printer costs before they look at it.A totally disgraceful company who l will never deal with again.
Nick McGlone (AUSTRALIA)

If I could give no stars I would I have never had an issue with brother printers till now. Had printer for about 2 months brought for school and now says has a mechanic problem. This thing is going in the dumpster today. Their customer service isn’t worth a damn. They want me to pay for them to look at it and fix it. Going in the dumpster very disappointed with this brand.

Terrible Customer Service, took all day to get one Rep on a phone. Finally rep said my operating system is too old, not supporting the printer. It was supporting 3 days ago before I moved out of my house, and suddenly its not supporting. My operating system is the newest so its B.S. They're lazy to troubleshoot the connection. Very unreliable Service and products.

Called to set up new printer. Lady did not give me all information. Still unable to set up printer to WiFi. Directly connected it to my internet- still failed. She refused to connect me to a supervisor and said it would be tomorrow as they are busy. Horrible customer service and would not have purchased if I knew that!!

I bought a Brother J4535DW printer a week ago. It is the same model I purchased a few months ago for my office that I really liked. The printer started to occasionally make a buzzing sound with an error message about updating firmware that couldn't download. I called Brother support and the technician told me after going into my computer and the printer files that it was a problem with my computer and they would charge me $49.00 to fix it. I couldn't believe that they would charge me to fix a printer that was working but annoyingly would buzz. I told them I was going to return the printer and they offered to give me 6 months support for $29.00. I refused. I tried one more thing to fix the printer which was to download from Brother the updated driver which so far has worked to solve the problem and it was free. What a ripoff.

After a few months of normal operation my Brother MFC-L3750CDW Printer stopped printing from my PC. Scans and test prints worked, printer made all the usual sounds but just wouldn't print. Got onto Brother Support who attempted to help via email but eventually escalated to a support person who called me and worked with me over the phone to successfuly resolve what seems to have been a driver conflict from an older model printer. I'm very appreciative of being able to speak with Robert ( brother support) who resolved my issue. You could say he's a big brother. Thank you.

Have had 3 brother printers, this one (MFC-J1010dw) is the last. Terrible service. Cannot speak to anyone about problems. Only had it 3 weeks and cannot get it to work like it should and no one to help. I should have read the review here first. Wish I could return it to Best Buy. I will try.