Brother Office USA Reviews

Frankly, this company doesn't deserve even one star. I called their support line and asked for a callback. Almost two hours passed before someone called, but there was dead silence on the other end and the call dropped. When I tried calling again, I was on hold for over two and a half hours. I attempted their live chat option but couldn't share photos since my machine wasn't taken apart and I have no idea how to do that anyway. The printer isn't even a month old and the fuser roller needs replacing. My IT guy confirmed what the problem was, but they won't take his word for it. They're insisting I call back since their online support won't help. I'm totally stuck. I paid over five hundred dollars for this machine and I'll never buy another one as long as I live.

The printer itself is solid, but their customer service is a complete letdown. My color laser was throwing an error code that I couldn't fix myself. The first technician didn't know what she was doing, but she swore a senior tech would call back within 30 minutes. That call never happened. I tried reaching out again, spent 35 minutes waiting on hold, got a case number, and still no callback. Eventually I gave up and switched to HP. At least they actually pick up their phones.

I've owned two of their HL-L2460DW models now and both failed to connect to my wifi, even though the signal in my office is incredibly strong. I'm done with them. The first one wouldn't connect, and when I reached out to customer service, they strung me along until my return window closed at the retailer. The replacement had the same problem and actually knocked out my laptop's wifi connection too. Their chat support was useless, just kept telling me to contact my internet provider even after I explained three separate times that every other device in my home was connecting fine. They said I'd get a call from their escalation team at 10:30 AM between 2 and 3 hours later. By the time 2:30 PM rolled around, I chatted with another agent who said the window was actually 1 PM to 4 PM. I wasted the entire day and got nothing fixed. Really disappointed with Brother.

After registering my new product, I started getting hammered with non-stop emails. There's zero mention upfront that this is going to happen, and there's no way to opt out. I clicked unsubscribe multiple times but the emails just kept coming for days. The website doesn't have a contact form for customer complaints, so I had to resort to blocking them as spam. It's shocking that a company this size would use tactics like this. They're basically sabotaging their own reputation.

I have to say, their printers are built really well and outshine two other major brands I've owned. The problem is they won't cover toner cartridges under warranty, period. Not even when the cartridge is actually defective and it's not anything the customer did wrong. I stick with their official cartridges because I don't feel confident about the cheaper knockoffs. One of their black cartridges ran me nearly ninety bucks with tax included, and it died with almost a full tank still inside. The printer gets light use since I only use it for home office stuff. Every test the company recommends showed the cartridge was broken and needed replacing. That's when I found out Brother doesn't warranty any cartridges at all. I had no choice but to buy another OEM cartridge, which confirmed the first one was definitely bad. When I tried calling to complain, I kept getting the automated message saying hold times were over an hour and twenty minutes, which is unacceptable. I'm just going to eat the cost. Really let down by this experience.

These are honestly some of the best printers out there. The ink is way cheaper than what you'd pay for competing brands.