Brother International
Customer Service Ratings and Comments
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Issue Resolution
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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 & MetalTroy Hobza- NIMCO 9/8/09 7:01AM
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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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Best service tech ever!!!!
Anonymous 2/10/10 6:16PM
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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
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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
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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
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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
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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
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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
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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
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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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