Brother International Customer Service Issues

The main black ink cartridge on my AIO printer won't initialize, which seems to be a common issue with this model. Despite trying various cartridges, including Brother replacements and generic brands, the problem persists. Although the warranty has expired, I've discovered this is a known factory defect. I enjoy the printer's features, such as wifi, Bluetooth capabilities, color touchscreen, and built-in phone, and would appreciate getting it repaired by Brother for a reasonable fee.

I have a Brother Work Smart Series printer - model MFC-J985DW. When using the Brother iPrint&Scan app on my iPhone, I constantly switch between wired and wireless connectivity, which is time-consuming. Is there a way to streamline the process? I would like to avoid entering the wireless access code each time. Can I store the access code on the printer, making it easier to switch back and forth between devices like our family's iPhones?

I am in need of drivers and software for the GT [redacted] direct-to-garment Printer. I have been unable to locate them on the website or from the distributors. They advised me to "Call Brother," but when I tried, I was unable to proceed without a serial number. Currently, the printer is on its way to me, and I am eager to set it up and ensure all software is functioning correctly. I am frustrated by the difficulty in reaching anyone for assistance. I have been aware of this printer since its initial release, but only recently obtained one at a good price. Unfortunately, I was informed that it did not come with software, which has led to this complication. I would appreciate guidance on how to reach Brother for the necessary software. Thank you, Jose Herrera

I have been dealing with this issue for two weeks. I contacted Brother regarding my MFC9340CDW printer issue. After a two-hour call and tests, they confirmed that I needed a new printer under warranty. I requested for a full printer instead of an empty one and asked for the issue to be escalated. Despite calling 14 times, I have not received a resolution. I was initially informed more tests were needed. Being a sales representative, I had to buy another printer for my business as this problem has impacted my work. The customer service I received has been disappointing. Please review the call logs from my number [redacted]. I urgently require a functioning printer for my office.

I encountered an issue with my MFC-J4420DW printer regarding the black ink cartridge. Despite replacing it, the printer did not print in black. After attempting maintenance functions with no success, I mistakenly removed and reinserted the cartridge, leading the machine not to recognize it. Subsequently, I removed and reinstalled the color cartridges, causing the machine not to recognize them as well. Eventually, I purchased a new MFC-J880DW printer and found that the new cartridges I bought for the previous printer did not work, forcing me to use the ones that came with the new printer. It appears that the cartridges are designed for one-time use only due to the chip on top. The situation has left me frustrated, having seven new but now useless cartridges, amounting to a loss of approximately fifty dollars. This experience has soured my perception of Brother products, as I feel that built-in obsolescence is unfair to consumers and akin to theft.

I bought a Brother Printer All-In-One, model MFC-J4510D, around three years ago. I have been happy with its performance and used it to print from two Android Note 3 smartphones without any issues. Unfortunately, after a recent software update, the printer is no longer compatible with my older Android Note 3 devices. Brother Support confirmed this incompatibility and suggested I either get a new printer or newer smartphones. It is frustrating that my printer can no longer work with my smartphones due to a software update. I believe companies should ensure backward compatibility when updating software for devices. My printer remains functional for other tasks like copying, faxing, and scanning, and still prints from a laptop. I am hoping Brother can reimburse me for a new printer that is compatible with my Android smartphones. I am reluctant to invest in new phones when mine are still in good condition. My printer is registered with Brother Support. -John C.

Yesterday, I was prompted for a password to download an update for my new MFCJ995 DH All-in-One Inkjet Printer. I couldn't complete the update, so I searched online for Brother Printer technical support. I came across a number for Brother printer technical support and called 1-[redacted]. The person who answered claimed to be from Brother Printer technical support and asked for my machine model and the issue. He offered to remotely access my computer to resolve the problem. After running a scan, he claimed there were corrupted files, which he fixed. He then mentioned a warranty plan for my printer and computer for 1, 2, or 3 years at different prices. When I questioned the legitimacy and mentioned I would contact Brother directly, he admitted they were from Netlogic Security LLC, not Brother. Feeling suspicious, I requested he restore my computer and hung up. I reported the incident to the consumer affairs office and contacted Brother support to inform them. I had to take measures to secure my computer, which incurred additional costs.|

For weeks now, Brother has restricted EU customers from accessing Brother USA sites, redirecting us to the Brother EU/Asia websites while selecting the EU country. Previously, we used the USA site often, especially for ordering designs from iBroidery.com. Although we can still access iBroidery.com, the images are no longer visible, and we can't reach the USA site. Is this a new policy? We initially registered our machines in the USA since EU registration didn't work, and there was no support. Brother EU has informed us that they only handle sales and are uninterested in investigating making iBroidery available for the EU market. This lack of service disappoints us as we love using the Brother sewing/embroidery machines and purchasing designs from iBroidery. Can you offer any advice on this matter? Regards, L. Gaykema.

I recently installed a new TN-[redacted] toner cartridge and I am looking to return the old one. In the past, a USPS label was included in the box for returns, but this time I had to navigate to the website to print one myself. To print the label, it required me to sign up on the site which proved challenging as I had unknowingly signed up years ago when I registered my printer. After resetting my password, providing the necessary cartridge details, the website crashed before I could print the label. I am unsure if you still want the old toner cartridge returned.

Good afternoon, I am experiencing a problem with my MFC-J6920DW printer where the loading mechanism is not loading the Cyan cartridge. This is the second major issue I've had with Brother printers. I've only owned this printer for three years and expected better quality from Brother products. The previous printer also failed after three years, but a manager helped me replace it even though it was out of warranty. I am 72 years old and cannot afford the prices I was quoted for a replacement, including just a $50 discount. I've already spent money troubleshooting with new cartridges that I can't return. I hope you can offer a better solution. I continue to choose Brother over HP or other brands and appreciate your assistance. Thank you. Regards, Darlene W.

I own a Brother MFC250DW (LC101) printer that has been causing me endless frustration. Despite my long history with Brother products, this printer issue has left me exasperated. I have wasted hours trying to troubleshoot without success. As a playwright, being without a functional printer for two months has been a significant hindrance. If I can't resolve this, I might resort to comedic retaliation in my plays for years to come. It seems the printer's connectivity via WiFi is the root of the problem, but I lack the expertise to fix it. With no customer support in sight, I am at a loss. I am 71 years old and dealing with health issues, so I can't afford more delays. Please contact me to guide me through resolving this printer problem promptly.

Recently, my computer stopped being able to connect to my Brother MFC 490cw printer, even though both are on the same WLAN. I uninstalled the printer drivers but am unsure how to download new ones. I spent a long time in a live chat with Brother, redoing steps I had already tried. This is the second time in a few weeks I've had this issue. Unfortunately, I can't recall how I fixed it last time. After numerous unsuccessful attempts to connect with a rep through Live Chat, I was told someone would contact me within 48 hours to resolve the problem remotely. Today, I've been trying unsuccessfully to reach a live chat rep, armed with a reference number from a previous chat. It's frustrating to not easily find the start of a live chat with Brother.

Our school purchased a Brother Printer from Lazada, which was delivered on December 29, [redacted]. Everything was great until May [redacted] when the black ink started causing issues. After sending it to the Brother Philippines service center, it took over a month due to a needed cartridge replacement. On July 25, [redacted], we reached out to customer service as the printer was still not working properly. It was returned, printed 12 pages fine, then reverted back to black ink troubles. Despite further attempts to fix it, the service center claimed no issue could be found. Cleaning it temporarily resolves the problem, but it quickly returns to not printing black ink. The service center returned the printer with the same problem, refusing to acknowledge it. They cited Lazada purchase as a reason for the poor service. We requested a visit to our school but they declined. While Brother printers were recommended for durability, our experience may deter others from choosing this brand if these issues persist.

As a solo practitioner lawyer, I am currently satisfied with my Brother HL-5340D Laser printer in my office, but I now need a device that can scan into PDFs and make copies without fax or color features. I am looking for a machine similar in size to the HL-5340D that has a feeder for multiple pages, streamlining the process. Another option is to keep the HL-5340D and purchase a small desktop scanner that can also make copies. The machine I have at home is slower, and manual scanning and copying are tedious. I prefer a compact scanner-copier on my desk or a printer-scanner-copier slightly larger than the HL-5340D to sit next to my computer. My goal is efficient scanning and copying for multiple pages without the need to do them manually. Your guidance on this matter is appreciated. Thank you.

I used to have a beloved Brother printer that is no longer in production. I recently bought a Brother printer model MFC-J-497DW in January, but it has been problematic from the start. It jams frequently, almost every other page, leading to wasted paper despite using jam-free paper. Additionally, the printer started to print very lightly and now does not print at all, even with new ink and after cleaning the printer heads following a severe jam. I visited Staples where it was purchased, but they refused a return citing good reviews about the model. This printer seems to be defective, and I am hoping to exchange it for a new one. The ongoing issues with this printer are unacceptable, as I require a reliable working printer. Thank you. R. Knox

I purchased a PQ1500SL six months ago, so it is still under warranty. I am experiencing a recurring issue with the machine where it stops running intermittently. To resolve it, I have to turn it off and then on again after a few minutes. Unfortunately, the problem is worsening, as now it stops every minute. I have brought it to a dealer, but they couldn't replicate the problem despite trying various suggested solutions. I suspect the foot control (pedal) might be the cause. Any advice would be greatly appreciated as I am quite frustrated by this situation.

I am extremely frustrated with the customer service provided by your company. I have been considering purchasing a high-end embroidery machine but have been experiencing immense difficulty getting in touch with a customer service representative. I've called multiple times over the past week and have been left on hold for 45, 30, 24, and 18 minutes with no answer. This level of service is unacceptable. Despite calling between 9 am and 5 pm every day for over a week, I have yet to speak with a representative and am constantly subjected to repetitive and irritating hold music.

I am seeking assistance from Michelle to purchase a Brother Entrepreneur 6 Plus. I have a copy of the receipt from Jonesboro Sewing and Vacuum. However, when I try to enter my serial number, it is not accepted. My reference number is #[redacted]33. Last weekend, I had to pay $[redacted] for someone to show me how to use the machine. I am also looking for a hat band with TBar but do not wish to buy it from Jonesboro Sewing & Vac. Can you please assist me with this issue? Kindly contact me urgently. Thank you, Dana Bradford Davis.

I contacted your support team two weeks ago to address an issue with my brother's MCF-790cw printer not printing in black and white. I was advised to pay $99 for upgrades to resolve the problem. After a lengthy 2 1/2-hour session with three technicians and running nine test sheets, the issue persisted. When I questioned why I had to pay for upgrades if the problem wasn't fixed, the last technician assured me I wouldn't be charged as your company is reputable. However, later Mr. Raul indicated the upgrades were necessary, and I would be billed. I voiced my concerns about this contradictory information and threatened to dispute the charge, prompting Mr. Raul to promise a new printer and send a confirmation email, which I have yet to receive after two weeks. I urgently need an update today or will have to stop the payment and purchase a printer elsewhere. It is disappointing to not honor a commitment made.

I own a Brother GTX 4 DTG printer that is a little over 2 years old and has around 3,[redacted] prints. After encountering an error code on Dec. 20, [redacted], I reached out to Brother Support but got a delayed response, and the machine remained inactive until Dec. 24. Despite following instructions and purchasing recommended parts, the issue persisted, leading to additional expenses and downtime. The root cause was attributed to outdated maintenance procedures. While feeling frustrated by the lack of proactive communication from Brother regarding this issue and the challenges faced with tech support, I am disappointed by the overall experience. As a company that values customer service, there should be more transparency and support provided in such cases. I hope Brother takes responsibility for the inconvenience and costs incurred due to this situation.