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Brother International

Customer Service Ratings and Comments

Brother International is ranked #26 out of the 301 companies that have a CustomerServiceScoreboard.com rating with an overall score of 80.80 out of a possible 200. This score rates Brother International customer service and customer support as Acceptable.

NEGATIVE Comments

33 Negative Comments out of 50 Total Comments is 66.00%.

POSITIVE Comments

17 Positive Comments out of 50 Total Comments is 34.00%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Acceptable Overall Customer Service Rating
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  • I have been on hold for over 49 minutes and no one is answering still. I am going to return my product tomorrow because this is the 3rd time I have called today, morning, afternoon, and evening, and the non-existent customer service is simply unacceptable, especially with a technical product.

    Anonymous 8/31/10 5:31PM

  • I called on my mfc-7840w a man who could not speak much english asked me to slow down when i spoke to him because his english was not very good! i gave him my ser. no and he said that he would call me back in ten min. its been over 20hrs and still no call! so now im on hold again for 15min.

    Anonymous 8/5/10 8:48AM

  • I have been trying to resolve a print quality issue since Feb 2010. So far I have spent in excess of 15 hours on the phone to technical support and found out yesterday that they had closed my reference number as there was nothing further they could do.... apparently they "don't have a 'blank cheque' to fix my problem".
    I was informed yesterday that they deal with all complaints within their department and cannot speak to anyone with any authority as they always seem to be unavailable. I am now lodging a formal complaint with our State Government Fair Trading Department.
    I will never purchase a Brother product ever again!!

    BusyMum 7/23/10 1:50AM

  • First off I had to find this page to get their service number. After 15 minutes of wait time, I got someone who barely spoke english and told me that BROTHER does not have a modle GT-541. After insisting it is a brother and that is the modle number three (3) times, she transfered me to the garment printing dept. That person spoke clear english and was very nice, unfortunatly she only had info for personal use printers and transfered me yrt again to the industrial service line. There I was greeted by a voicemail box that asked for a summary of the problem and contact info. The message ended with the assurance that my problem will be addressed as soon as possible.

    Knightwulf 7/2/10 9:30AM

  • What a nightmare. I bought a HL2140 with a bad drum. I got know help what should have taken one day took a whole week.


    I will never by anything from them again.

    I think they should stick to manual typewriters.

    NJplaywright 6/16/10 11:57AM

  • On July 15, 2008 I purchased a Brother Innov-is 4500D Sewing Embroidery Machine. I traded in a Brother ULT 2001 that I had had for 7 years with no problems until the auto-thread mechanism broke. Unfortuntely, I fell for a sales pitch and bought this new machine. I have had nothing but trouble with it from the beginning and I have contacted Brother customer service, Brother Internatonal and had dealings with two of their authorized dealers. My machine is currently in Tennessee at the Brother repair center for the second time but this machine is broken more than it workds. This si my fourth Brother sewing/embroidery machine so it's not like I don't koow what I am doing. After I complained abudantly, they agreed to fix it for free but now it's back there again since the end of May and I haven't heard a word to let me know what's going on. At this point I just want them to give me a new machine. These companies just don't care. These machines cost $4,00.00 and up and mine has not worked well from the start.

    Anonymous 6/11/10 12:23PM

  • I am trying to scan multiple documents into a pdf file. I consulted the manual which said to consult the cd. I consulted the cd which said to consult the website. I consulted the website, sent an email, and got a response which didn't work. I have tried calling for customer support, and have been on the line now for 12 minutes, still waiting, and who knows how long this will continue.

    Anonymous 6/4/10 6:13AM

  • I purchased a HL 4040cdn printer about six months ago. I've called three times and it still hasn't been fixed. The support reps go through a set pattern and they refuse to vary from it at all. It reminds me of AT&T. I would not recommend Brother at all.

    Anonymous 5/21/10 11:23AM

  • I PURCHASED BROTHER DCP 165C, FROM INDIA DURING OCTOBER 2009. WITHIN 15 DAYS OF PURCHASE THE PRINT HEAD WAS NOT PRINTING BLACK INK. THEY REPLACED THE "PRINT HEAD". AGAIN AFTER 6 MONTHS AGAIN THE SAME PROBLEM AND THIS PEOPLE HAVE REPLACED THE PRINT HEAD. AS THIS WAS A REPEATED PROBLEM I REQUESTED TO CHANGE ENTIRE UNIT AND GIVE FRESH WARRANTY. BUT THEY DENIED AND INSTEAD OFFERED ME RECONDITIONED PRINTER OR ONLY 30% REFUND.

    Anonymous 5/3/10 4:47AM

  • i was on hold 15 min listening some music of course.......Paul answered and got me puttin my hands inside the printer while power was on at least 10 times....i have error 32 and 36 which is mechanical failure i googled it because they dont want to tell you or publish it in the manual ...while i was ordered to keep cleaning inside of the printer my ink somehow got so low and i put new ink cartridge 2 days ago printed 5 pics the most and nothing else.....and after 20 minutes of "profesional customer service" he said someone is going to call you back within 2 days because he couldn't fix the problem...im in nyc and it takes 2 days for technician to call me woooow.....and he said technician is going to call you from 8 to 4 i tried to tell him that i work and cant be home at those hours but he said anyway and hung up....on top of that i paid for 2 yr warranty to staples 29.99 and staples said call brother first if they dont want to fix it we will look into it........printer is 9 months old model MFC 5890cn sad to say but the way it looks its going in the garbage ...Thank You BROTHER for a great experience and enjoying your product

    Mimi 4/27/10 5:16PM

  • Customer service people don't listen to what you have told them - they ask for things even after you tell them the printer is not close to phone - then you get transferred and the next peoson asks for the same personal information the last person asked for. In my case someone was going to call back within 2 business hours - 24 hours later still no call back - I called them - they told me they show no record of my call.

    Anonymous 4/23/10 12:45PM

  • I bought their top of the line (then) QL-500 label printer that worked great on my XP machines...then came Vista crap. Brother came out with updated software (version 5)that has sooo many issues. Every time I print labels it asks after to save the format. Imagine printing 50 labels and needing to answer NO 50 times! Their cold rep who could care less advised there was nothing I can do, that's the way it works! What crap! I'm fed up and looking for a different brand label printer.

    longislandgeek 4/5/10 1:37PM

  • Well i purchased a brother mfc 495 cw, call the help center, they suggested that they will send me another model mind u i just purchased a new model. Got the new model still the same thing,the printer dosen
    t work PERIOD!!!!!! I will NEVER NEVER purchased another product with the name BROTHER. p.s the cust service rep didn't know wat to do she was reading and had me unplugged my machine at least nine time no lie.

    Anonymous 4/1/10 11:03AM

  • hi all,
    today i had the pleasure of dealing with brother international, total time approx 3-1/2 hrs phone time and 1-1/2 hrs waiting for a call back. 10 different customer service reps. finally ended up talking with the head of customer service in the corporate office.
    this was all due to a defective mfc-255cw.

    the black ink keeps plugging up.
    the first rep did a power purge and it started working, but the problem always comes back, i tried to explain this but since it started working after the cleaning, i was told there was nothing wrong with this machine, and there was nothing they could do.
    this was not a acceptable answer so i just kept going up the chain asking for supervisors finally i got ahold of the head of customer service at corporate headquarters, he finally issued me a replacement, but i had to put up a 50.00 deposit to get it shipped.
    I WILL NEVER EVER BUY ANOTHER BROTHER PRODUCT AS LONG AS I LIVE.
    I have never had such a bad experiance as this before.
    imho the first customer rep should have been able to take care of this in less than 20 minutes.
    i have been in customer service for over 20 years and the company i work for would fire you for not taking care of its customers.
    im so frustrated BROTHER SUCKS.

    eugeneyus 3/31/10 8:17PM

  • A brand new product under warrant that hasn't worked properly even one time since it's purchase less than two weeks ago. Customer Service Response: Send part of it back to be checked. Then if that doesn't work out we will have you send the other part back. HUH? The shipping charges under that scenario will be more than the label machines purchase price. The Customer Service Rep quite frankly didn't care one iota about me or customer satisfaction, her voice tone, attitude stunk. My last Brother purchase I can assure.

    mfp 3/19/10 12:43PM

  • Yep, 45 minutes and the guy can't tell me how to get it working...won't help me access my router. About as common a problem as water. What a waste of time and of money to buy this printer STAY AWAY FROM BROTHER.

    Anonymous 3/10/10 11:19AM

  • Customer Service calls are being answered in Asia. I hate seeing jobs sent overseas. I've been on hold for 20 minutes as I type this. Brother SUCKS for doing that. I'll never buy another printer from Brother.

    Here's my issue: Bought a new 4100E. Minor glitch making copies. Previous call to get service was lengthy and argumentative. Rep finally ealized I need an "internal firmware update". Refered to rep in my area that WON'T call back. Need another rep to call - but I'm on hold again. Brother BLOWS !

    Bob Bednar 3/10/10 9:09AM

  • I was on hold for 26 minutes then told my call automatically goes to the PC people even though I have a Mac. They transferred me and the recording says my expected hold time will be 15 MORE minutes! I don't have 40 minutes to sit on hold then no telling how long to go through getting the scanner to work. I give up. Looks like

    Anonymous 3/3/10 4:53PM

  • Current Brother pinters are terrible. I had an older HL 1650 with no problem for 7 years and tech support during that time was great. In the past 2 years I have recommend laser Brother printers from that experience and now have nothing but trouble with 6 different customers and their brother printer and the three I now have. I want to say do not purchase any Brother printers as their tech support is non existant. It has cost me and my customers to much $ to mention.

    Jo 2/26/10 9:50AM

  • SO FAR I HAVE BEEN ON HOLD FOR ABOUT 20 MINUTES AND ALTHOUGH THE MUSIC IS LOVELY MY PRINTER STILL IS NOT WORKING!
    AND NOW I JUST GOT HUNG UP ON...THANK YOU BROTHER!!!

    ME 2/22/10 2:45PM

  • i've been on hold for about 15 minutes now still no rep. finally a rep answers gets my model # and says she is not equipped to answer questions on my model #. Held for another 5 minutes and some one answered who spoke very good english. but then put me on hold again to get info on my model # printer. shouldn't they have all that with them? came back pretty quick but was not able to help me fix my problem so now my buisness has no printer and have to turn away customers. Thanks a lott brother for nothin!!!!!!!!!!!!!!!!

    Anonymous 2/22/10 12:39PM

  • True. Brother has the worst support of any company I have ever worked with. The Brother Equipment I have worked with is of terrible quality and I have nothing but problems that the company does not seem to care about eventhough it's under warranty. Don't buy a Brother!

    Anonymous 2/17/10 3:02PM

  • I have had PE Design for several years and every time I upgrade my computer, I go through all kinds of hell trying to get help to install the program.
    I have never had such horrible customer service on anything I have ever had in my life.
    You would think they would try to better it, but obviously the bad service has gone on too long. Especially bad is the technical computer support for the software they sell.

    gaze;;us 2/12/10 2:29PM

  • AND the only employee comment listed here is arrogant. That pretty much sizes up Brother's attitude toward customer support.

    Anonymous 1/18/10 2:14PM

  • I emailed Brother about my toner light coming on even after replacing the toner cartridge. They sent me an email explaining how only "Brother" brand cartridges work. I responded that I tried my new cartridge in a new Brother machine at Office Depot and it worked fine. They replied with the same computer generated message as before. I responded with, "so you're just going to keep resending your computer generated message stating that it's always the cusomer's fault?". They responded with the SAME computer generated message as before. Brother's customer service is nothing but a bad joke.

    Anonymous 1/18/10 2:07PM

  • Okay...I finally got through after being on hold for 21 minutes - listening to the same music. It's a shame you have to do an internet search just to find the brother customer support number - but whatever. Anyway, while on hold, I typed in my problem. I then got a prompt asking me how much I am willing to pay. (Of course no area to check "zero.") Are you kidding??? I just spent $100.++ for a product that doesn't work! Are they smoking crack? Getting more $$$ out of me now will be a bit like shoving butter up a wildcat's rectum with a hot fireplace poker, but they're certainly welcome to try! Next time: HP

    xproskier 11/30/09 10:28AM

  • AWFUL! I will never buy another Brother product. I had to come here just to get their phone number, and then i couldn't understand 2 words they were saying, got disconnected twice (they never called back, but they had my number).

    Just avoid them completely.

    SpyderCanopus 11/11/09 1:15PM

  • Strong negative comment. Besides the fact that it took too long and that tech service would not respond to my emails (instructed to send per customer service), when I finally did speak with a technician, I feel I was flat out lied to because it served their purpose. It became obvious in our conversation that I was being given some very flimsy reasoning so Brother would not have to own up to their maintenance problem with the drum replacement. All I did was replace the drum per the printer message from a perfectly working machine and now per the technician it's junk. No Brother products for me.

    Nikki North 10/28/09 3:20PM

  • I think your customer service and technical support is dispicable it is the WORST service ever it SUCKS. I would never ever purchase another BROTHER machine equipment or nothing in this brand.

    Kreativ Dezines 10/21/09 7:00AM

  • it takes entirely too long to be assisted. im currently waiting on the phone to be helped and i've been waiting for about 15 minutes now. i just bought this printer (mfc-255 cw) and for the life of me, I cant get it to print. Im a college student for crying out loud.

    Anonymous 10/7/09 12:55PM

  • I called to get a "Print head" after 12 calls i got no where. I then asked for a supervisor who knew nothing and was going to transfer me back to sales. I will never buy another Brother item again. I took the fax michine and threw it on the side walk about 10 times then discarded it. I now own a difrent brand. This cheap one i have now has never given me any problems. When I do call Customer care i make one call only for ink.

    Anonymous 10/5/09 4:42PM

  • This was by far the worst service I have ever seen. I will never purchase a brother product for my company ever again. Technical Support stinks.

    Troy Hobza
    Norfolk Iron & Metal

    Troy Hobza- NIMCO 9/8/09 7:01AM

  • Very bad support. The representative could or would not answer a simple question about relative toner capacity of 2 laser printer cartridges (TN430 & TN460).

    Pavel 6/18/09 3:37PM

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  • Today Brother Rep Tiffany not only walked me through how to "reset parts life" on my HL-4070cdw which I've had for almost two years, but also answered several other questions- how to reset drum unit, how to clear memory, how to get a new belt unit. Kudos to Tiffany!

    RLS 9/1/10 12:31PM

  • I have called 2 days in a row now with different problems and both days they were really helpful and lead me threw the correct process to get printing again. Turns out both problems were issues on my end and not the printer.

    Anonymous 8/20/10 11:27AM

  • Just got a new Brother MFC-490CW printer and had it hooked up and running wirelessly in no time under Ubuntu. Everything was great except that I would not print black.

    Called this service number and spoke with a nice lady down in Mephis who had me do a "deep cleaning" from the control panel. And as that didn't fix the problem, she's shipping me a new machine.

    Top Notch.

    Anonymous 7/13/10 2:22PM

  • Called on pre-sales support on a MFC multi-function machine. First attempt (with "Wilhelm") was so-so he answered my question but did not expand on anything. Called back and talked to a "Junior" who went above and beyond to verify the answer to my question. He actually tried my scenerio on one of their machines and told me the results. Bravo to him !!!

    Anonymous 5/18/10 9:56AM

  • I purchased an HL-5170DNLT quite a few years back. The only problem I've had has been with my router losing the IP address. Brother has been very helpful each time at no charge.

    GuideWriter 5/5/10 8:13PM

  • I just recently posted a review a few days ago and I want to update you on what has been going on....I received a phone call by 10:00 AM the next day from Carl...He was so helpful and sorry for everything we were experiencing with our printer.....He walked us through some steps to go through to try to fix the printer again(directions that Paul who I spoke to the night before tried to tell me to do but had the directions all mixed up)and after an unsuccessful printer fix Carl sent out a new printer that we received the very next day which was extremely fast and unexpected considering how my conversation with Paul went....Fed Ex delivered it and now I am using the new printer and am much happier than before. It is printing faster, quieter and no more errors 32 or 36 popping up......I just want to thank Carl again for all of his help. If it wasn't for him this printer would be in the garbage and we would never use Brother again so thank you Carl for convincing us to stay with your company in the future. P.S. the box they send you the new printer in is the box you have to ship the old printer back with Fed Ex because they charge you a $50 deposit until they receive the printer back.

    MiMi 5/2/10 2:05PM

  • Pleasantly surprised at the service.Delay wasn't too long,a few minutes at most.Got transferred to the Mac man( as we use Macs) and within a short time had us back and running on the network.

    Jake 4/16/10 2:30PM

  • Have to say I wasn't on hold long at all and the man was able to fix my problem. I am not new to networking or troubleshooting and he was able to fix it in 10 minutes with no problems at all. Quite pleased with the help. Also normally do not comment, but there were so many bad ones I wanted to counter with a good one.

    Jolie 3/31/10 10:55AM

  • As i waited for a technician i read some of the comments left here and they were almost all very bad and very critical of Brother support. My experience with a lady that just got my printer working for me in five minutes,after i had tried on my own for hours, WAS EXCELLENT! I do no usually take the time to write such comments but felt compelled to do so in this case because the experience was so positive. So my fellow Brother printer owners my 8 year old printer has given me excellent service and so has the technical support person i just spoke with.

    Robert Bach 3/11/10 11:32AM

  • Best service tech ever!!!!

    Anonymous 2/10/10 6:16PM

  • Had a network issue with xpp and a new MFC 7840W. The technician quickly diagnosed a wireless network with wrong IP address. He was very helpful and did it all in just a few minutes. We had spent hours trying to figure out the problem on our own.

    frustrated 1/27/10 4:12PM

  • I emailed thier technical support as directed from their support page. This is now the 2nd day and i still have not recieved response. I finally had to do an internet search just to find thier phone number since it's no where on the Brother site... After waiting 2 days and finally finding this number, i did recieve support within a few minutes. The technician i spoke to was very knowlegable and was able to successfully assist me.

    anonymous 1/5/10 11:06AM

  • Based on the other feedback here, it looks like the quality of support depends on who you get on the line. I called on Dec 24 and got thru to a person within minutes. Once connected, they solved my scanning problem (dirt on the doc feeder scanner glass). The whole call took under 15 minutes. I was quite pleased with the support.

    PeterN 12/24/09 10:59AM

  • They helped me perfectly. Had a software issue related to a printer I just bought and they walked me through it in no time. Fully English speaking, as well. (Americans on the other end of the line.)

    ccbeach 11/16/09 8:22AM

  • Fantastic customer support. I had to wait a few minutes to talk to a rep, but she spoke very good English and gave me very clear instructions. The problem was resolved within a few minutes.

    Caleb 10/23/09 1:26PM

  • Problem solved on SATURDAY 9 am. Some difficulty with English but very good support. Took about 10 - 15 minutes to go step by step through her check list but she was very patient and we cleared the Tray 1 feeder issue.

    Experienced UserQ 9/5/09 6:39AM

  • This was a great help. My problem was solved. The Techie was patient, spoke understandable English-----I am happy!

    Sabrina of Woodside 4/1/09 4:58PM

  • Submit your comment >>
  • Here is a helpful tip from a Brother agent, we don't mind if you don't know anything about computers, however, as long as you're willing to follow directions and you don't question our every move; you're ok!

    post 8/5/09 2:59PM



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