Complaints

This profile includes complaints for Brother International Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Brother International Corporation

  200 Crossing Blvd Bridgewater, NJ 08807-2861

• 

  Brother International Corporation

  7777 N Brother Blvd Bartlett, TN 38133-2738

  
• 

  Brother International Corporation

  7777 N Brother Blvd Bartlett, TN 38133-2738

  
• 

  Brother International Corporation

  7777 N Brother Blvd Bartlett, TN 38133-2738

  
• 

  Brother International Corporation

  7777 N Brother Blvd Bartlett, TN 38133-2738

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint has two parts:Firstly, after running slowly for months (about a page every two minutes and sounding like it was screaming while doing so) my MFC-J1010DW printer beeped one morning after several days of non use and thereafter refused to connect to my computer. After finally managing to get ahold of customer service via chat which is the only way to get ahold of customer service apparently, I was given various sets of trouble shooting steps by a technician that kept providing me different handbooks and then asking if he could end the chat before I tried them. When none of those worked, including downloading a new app on my phone, and it STILL wouldnt find the printer even though all of the devices were connected to the same IP address and all of the rest connect just fine to each other, we finally got to the point where the technician said the only option was the cycle my router. Again, I cannot see how this is relevant when all of my other devices are connected to the Wi-FI and each other just fine, but even if somehow it were true (after, once again, the machine has always run slowly and inefficiently) that makes yours a hugely inferior machine just deciding to jump off of any wavelength findable by technology on a whim when no other electronic in the house has done so. And that is a huge problem for me because I live in an apartment complex that provides WiFi. I do not have access to the router and even if I could contact the property management company to have them cycle that router for 100 people (hope none of them were taking a test), what is the guaranty, if your machine just has a tendency to do this, that I wont have to do the same thing next week? Finally, to my second point, your customer service is atrocious. You know you cant say wait times are longer than usual every day, right? At some point it just becomes usual. Ive never called with a wait time of less than 55 minutes.

  Business Response

  Date: 04/28/2025

  Greetings, 
  
  We apologize for the frustrations experienced throughout our interactions and will do our best to ensure these issues are corrected in the future.

  We have received the complaint and will schedule a supervisor to follow up with the customer as soon as possible.
  
  Should any additional concerns arise, Brother remains committed to providing At Your Side support as needed to resolve any future issues.
  
  At Your Side,
  Brother

  
  

  Customer Answer

  Date: 05/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:04/21/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a Printer / Scanner (MFC-l5915DW). I purchased 06-09-2024 from *******. I have had no issues with the printer until the past month, where it constantly does not scan all papers / make copies. when trying to scan as little as 3 pages, it might miss 1-2 pages, or scanning 50+ pages it usually misses 1-3 pages, and almost always the last page. I have numerous printers / scanners and use them every single day for my job. I have never had this issue with a HP Printer, but had it numerous times with a EPSON previously, which had to be replaced several times due to this issue, that's why i upgraded to a larger model and supposed to be better model in BROTHER. Nothing has changed in operating procedures, and support with brother made me due numerous tests, which it failed them due to hardware issues, and rather than fixing the issue, they are delaying and doing nothing of value, when their product is not meeting the standard they claim. it is not feeding paperwork correctly, double feeding, or just not scanning / printing correctly. all firmware and updates are current. i did maintenance on it with support, and when everything failed, they simply want to escalate and delay until it becomes staples extended warranty problem and not brother. Their customer support # never connected me to anyone, and then randomly came with a survey and disconnected me after waiting on the phone for 30+ minutes. this company is failing to uphold and meet the minimum standards put in place for their equipment and wasting my time / ink in the process of testing.

  Business Response

  Date: 04/22/2025

  Greetings,
  
  We apologize for the frustrations experienced throughout our interactions and will do our best to ensure these issues are corrected in the future.

  We have received the customer's complaint and have scheduled a callback as requested for today 4/22.
  
  Should any additional concerns arise, Brother remains committed to providing At Your Side support as needed to resolve any future issues.
  
  At Your Side,
  Brother

   

  
  

  Customer Answer

  Date: 04/22/2025

  
  Complaint: 23232789
  
  I am rejecting this response because:

   

  WHILE I APPRECIATE THEM MAKING CONTACT, I SPECIFICALLY STATED I WOULD BE AT WORK THE NEXT SEVERAL DAYS (TRAVEL DOING SALVAGE VEHICLE INSPECTIONS FOR THE STATE OF MICHIGAN AND POLICE DEPARTMENT) AND WOULD NOT BE AROUND MY PRINTER / SCANNER UNTIL LATER IN THE EVENINGS (THEY ARE CLOSED) OR UNTIL FRIDAY THE NEXT DAY I GET TO BE AT HOME AND AROUND MY PRINTER / SCANNER.  SO THEIR NOT ENTERING NOTES CORRECTLY AND ALREADY HAVE ISSUES WITH THE *** WHO CALLED ME NOT BEING INFORMED OF THE ACTUAL ISSUE GOING ON WITH THE SCANNER / PRINTER IS AN ON-GOING ISSUE CAUSING DELAYS IN PROBLEM BEING RESOLVED AND ISSUES CONTINUING TO ARISE.  THEY CAN CALL ME BACK ON FRIDAY, AND WE CAN DO THE TROUBLESHOOTING CONTINUED. 
  
  
  
  Regards,
  
  ******* ***********

  Business Response

  Date: 04/22/2025

  Greetings,

   

  Thank you for the response. Please respond to the email our agent sent to you earlier in the day, requesting specific time windows that would be best to attempt the callback.

   

  At Your Side,

  Brother

• Initial Complaint

  Date:03/24/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been experiencing having issues with my Brother printer, model number MFC-L2710DW. I called customer service on Tuesday, March 18 at 2:14 EST to speak to a representative about my printer staying in deep sleep and not waking out of it. The customer service rep was interrupting me and not listening. I know this person was reading a script because she refused to listen to me, she just kept reading and wasting my time. I spent over 38 mins and the issue was never resolved. The rep took me through steps that had nothing to do with the printer being in deep sleep. The drivers were no longer available for download and I told her that. She just ignored me again. The rep gave me steps to get to the page where she wanted me to download the MFC-L2710DW driver package to get the printer to awake out of deep sleep mode.Once she finished, she said I needed to contact the manufacturer of my computer or my ISP. Neither one of these has ANYTHING TO DO with deep sleep issues. I told her to escalate my issue to a experienced technical support rep and she repeated telling me to contact who she told me to contact. I forcefully said again to escalate my ticket. She told me someone would call me the next day. That was a lie. The "so-called next day call", was TODAY, March 24 at 2:36 EST. This new rep was even more rude than the first rep. She was an extremely rude black woman who continuously talked over me while explaining what my issue was. She also hung up on me when I told her for the 3rd time to stop talking over me. These people need to be terminated. I will never purchase another Brother product again because Brother has some of the worst customer service and support personnel representing them. I want a TRAINED TECHNICAL SUPPORT REP who will not talk over me while I'm talking to call me so this issue can be resolved. I cannot scan or print while the printer is in deep sleep.

  Business Response

  Date: 03/25/2025

  Greetings,
  
  Brother International contacted the customer on 3/25/25 and provided steps via email to resolve the expressed concerns.
  
  Should any additional concerns arise, Brother remains committed to providing At Your Side support as needed to resolve any future issues.
  
  At Your Side,
  Brother

  Customer Answer

  Date: 03/30/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Brother technical support contacted me via email on 03/25/2025 with steps to download firmware, printer drivers and scanner drivers.  I followed the instructions as  followed tonight and the steps DID NOT resolve the issue.  I will keep this complaint open until my printer is NO LONGER IN DEEP SLEEP OR SLEEP  In addition to this issue, the scanner is randomly scanning without touching it and it NEVER USED TO DO THIS!!!  I have left the printer off for several days and I just cut it back on tonight to complete the instructions technical support sent me.  I now have to cut the printer off to keep it from randomly scanning without touching it.  Brother needs to resolve both issues.
  
  Regards,
  
  ******** ****

  Business Response

  Date: 04/03/2025

  Greetings, 
  
  Brother International contacted the customer on 3/25 - 3/31 and attempted to resolve the expressed concerns.

  The customer has not responded with the requested information we need to continue troubleshooting steps.
  
  Should any additional concerns arise, Brother remains committed to providing At Your Side support as needed to resolve any future issues.
  
  At Your Side,
  Brother

  Customer Answer

  Date: 04/09/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The level 5 department was excellent.  The level 5 SME patiently explained the issue, the root cause of the issue, and implemented a corrective action plan that addressed the issue.  It's been a few days and the pinter is functioning properly.  I enjoyed speaking with the SME and I've never received technical customer support on a level that was excellent.  I am extremely satisfied with the resolution of this issue.  I would like to thank the Level 5 SME and staff for the consistent communication and level of professionalism.  I had my doubts initially about recommending a Brother product.  I am no longer standing on those doubts.  Thank you.  
  
  Regards,
  
  ******** ****

  P.S. I have a STEM-based background with experience and multiple certifications in Quality Management, Organizational Change Management and Excellence.  I am requesting for my response to be forwarded to the Level 5 leadership team.  The team needs to view my response.  I understand how important it is to have this information in the organization's management records, as it is a requirement of ISO ****. If not accredited, it is still recommended as best practice to maintain records such as these for the organization.  In my field, when a customer is satisfied with the outcome of an identified issue, it is considered to be an attribute and a commendation.    Once again, from a professional and personal perspective, I appreciate of the level of detail to resolve this issue. It was a pleasure to speak to the level 5 SME.  Thank you, Sir, for your patience, expertise, and explanation.

• Initial Complaint

  Date:03/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a Brother printer MFC-9340CDW. It worked well under the Windows 10 system. I got a new computer with Windows 11. Now the scanner part of the All-in-One printer does not work any longer. Just replaced major parts for the printer. Now a ping-pong starts between two companies ********* and Brother. Brother according to their website has a complete package with drivers for the All-in-One. But it is known that the scanner does not work. It takes a day to find out, that this package does not work at least since since November according to their help-desk. They say they are working on a solution. On a list at ********* it is shown that the scanner part of the device is non-compatible with Win 11. The printer does it. Do I now have to buy a new device, just because this company is not prepared to adjust the software in the package they offer for customers, what they call: Full Software Package "This is a comprehensive file containing available drivers and software for the Brother machine."

  Business Response

  Date: 03/25/2025

  Greetings,
  

  Currently, Brother does not have a solution for the scanner driver issue you described. It has been confirmed that this is a Windows 11 OS problem, please contact ********* for support with this issue.
  
  We appreciate the time youve taken to let us know your thoughts. Your feedback is important to us and will be reviewed to help us improve our customer service.

  Should any additional concerns arise, Brother remains committed to providing At Your Side support as needed to resolve any future issues.
  
  At Your Side,
  Brother

  Customer Answer

  Date: 03/25/2025

  
  Complaint: 23067608
  
  I am rejecting this response because:

  there is no try to solve the problem. It is known that the scanner of my All in One Brother printer is no longer compatible with Win 11. There is a list of non compatible devices from *********, which one finds after hours of search. The Brother side still gives the impression that the printer and scanner are compatible with Win 11. "This is a comprehensive file containing available drivers and software for the Brother machine." says the Brother page. No hint to any incompatibility.

  **********************************************************************************************************************

  The are not prepared to accept that their devices are not adapting to the market developments and give the customer the task to find out why their hardware is no longer working. Hours of search for nothing!
  
  
  Regards,
  
  ****** *********

  Business Response

  Date: 03/27/2025

  Tell us why here...Greetings,
  
  We apologize for the frustrations experienced throughout our interactions and will do our best to ensure these issues are corrected in the future.
  
  Should any additional concerns arise, Brother remains committed to providing At Your Side support as needed to resolve any future issues.
  
  At Your Side,
  Brother

  Customer Answer

  Date: 03/28/2025

  
  Complaint: 23067608
  
  I am rejecting this response because:

  "We apologize for the frustrations experienced throughout our interactions and will do our best to ensure these issues are corrected in the future."

  I cannot not work now and ********* and Brother play ping pong. I have a Brother all-in-one and have to buy a new one because Brother does not react to the problems. The devices got usually driver from the producer. This time Brother plays dead.
  

  To correct the issues in future does not help. I need the scanner for my business and my taxes. I will never buy an Brother printer again!!!!
  
  Regards,
  
  ****** *********

  Business Response

  Date: 03/28/2025

  Greetings,
  
  Currently, Brother does not have a solution for the scanner driver issue you described. It has been confirmed that this is a Windows 11 OS problem, please contact ********* for support with this issue.
  
  We appreciate the time youve taken to let us know your thoughts. Your feedback is important to us and will be reviewed to help us improve our customer service.
  Should any additional concerns arise, Brother remains committed to providing At Your Side support as needed to resolve any future issues.
  
  At Your Side,
  Brother

• Initial Complaint

  Date:02/27/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered printer and ink. Did not get a refund over 45 days later.

  Business Response

  Date: 03/04/2025

  Greetings, 
  
  Brother International attempted to contact the customer on 3/2 & 3/3 and was unable to reach the customer and resolve the expressed concerns. 
  

  Unfortunately, the telephone number alone, is not enough to locate details of the customers order. We have requested additional details that will help us assist with this incident.

  
  Should any additional concerns arise, Brother remains committed to providing At Your Side support as needed to resolve any future issues.
  
  At Your Side,
  Brother

  Customer Answer

  Date: 03/17/2025

  
  Complaint: 23000156
  
  I am rejecting this response because: Brother International called 3/2 an 3/3 but did not leave a decipherable message. I called back but was unable to get assistance or ability to close this matter. The refund is still not processed this much later after purchase date.
  
  
  
  Regards,
  
  **** ********

  Business Response

  Date: 03/17/2025

  Greetings, 
  
  We apologize for the frustrations experienced throughout our interactions and will do our best to ensure these issues are corrected in the future.

  We will attempt to contact the customer again via phone, however, it would be easier to make contact if you could please provide an email address that we may reach out to you at so we may set up an appropriate call back time.
  
  Brother remains committed to providing At Your Side support as needed to resolve any future issues.
  
  At Your Side,
  Brother

• Initial Complaint

  Date:02/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Product, Color Laserjet printer, is malfunctioning. Brother spent close to an hour troubleshooting and its recommendation made the matter even worse. The printer is now making loud grinding noises as a result of their intervention

  Business Response

  Date: 02/27/2025

  Greetings,
  
  Brother International contacted the customer on 2/21/25 and resolved the expressed concerns.
  
  Should any additional concerns arise, Brother remains committed to providing At Your Side support as needed to resolve any future issues.
  
  At Your Side,
  Brother

  Customer Answer

  Date: 03/04/2025

  
  Complaint: 22973311
  
  I am rejecting this response because:
  They sent the wrong replacement printer.  It is of lesser value.  The ink cartridges do not fit.  This is unacceptable at al levels.
  
  
  Regards,
  
  ***** *****

  Business Response

  Date: 03/07/2025

  Greetings,
  
  Brother International contacted the customer through 3/4/25 and resolved the expressed concerns.
  
  Should any additional concerns arise, Brother remains committed to providing At Your Side support as needed to resolve any future issues.
  
  At Your Side,
  Brother

  Customer Answer

  Date: 03/26/2025

  
  Complaint: 22973311
  
  I am rejecting this response because:   Please be advised that the refurbished replacementwhich is unacceptable -produces copies and scanned documents that are faded in some places.  It is inadequate and not acceptable for the line of work that I do.  Please reopen this matter and advise them accordingly.
  
  
  
  Regards,
  
  ***** *****

  Business Response

  Date: 04/03/2025

  Greetings,
  
  Brother International contacted the customer through 4/1 and resolved the expressed concerns.
  
  Should any additional concerns arise, Brother remains committed to providing At Your Side support as needed to resolve any future issues.
  
  At Your Side,
  Brother

  Customer Answer

  Date: 04/15/2025

  
  Complaint: 22973311
  
  I am rejecting this response because:  This is a second complaint as the first one appeared to be resolved. As soon as the matter was closed by BBB, the same problem is occurring with the replacement. The company send a refurbished printer without ink--they sent the ink, and the printed documents were fading. They sent replacement ink, and now I am getting the same lines in the documents. This is infuriating and attempts to call them result in hours of troubleshooting which never resolve the issue. The original printer was less than a year old--barely 5 months.
  
  
  
  Regards,
  
  ***** *****

  Business Response

  Date: 04/16/2025

  Greetings,

   

  Our tech support team has an open ticket and has contacted the customer to provide additional support.

   

  At Your Side,

  Brother

  
  

• Initial Complaint

  Date:02/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My order number is *********. When I received this SE700, it was a refurbished product with signs of use. With it being a high value items, I didn't feel comfortable receiving a used product when I paid for new. I called to return it and they made me even pay for shipping which was unbelievable as it was not my fault. A supervisor informed me once delivered I can call to give the tracking number to expedite the refund. They gave me the ** number of ******** and I returned it. Today I called to provide the tracking number and say it was delivered and they said it would take 30 business days for a refund. That's is just unacceptable as I was promised it to be expedited. Tracking is ************************* overall, - I received a used item when paid for new - I had to pay return shipping for something that wasn't my fault. - I was lied to about a expedited refund I need my refund before my credit card bill hits as I don't want to pay for this item that is no longer in my possession.

  Business Response

  Date: 02/21/2025

  Greetings, 
  
  We apologize for the frustrations experienced throughout our interactions and will do our best to ensure these issues are corrected in the future.

  The expedited refund has been processed and an email confirming this action was sent to the customer.
  
  Should any additional concerns arise, Brother remains committed to providing At Your Side support as needed to resolve any future issues.
  
  At Your Side,
  Brother

  Customer Answer

  Date: 02/21/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brother Printer L3290CDW Ongoing issues with print cartridges making the printer inoperable.

  Business Response

  Date: 02/26/2025

  Greetings,
  
  Brother International contacted the customer on 2/21/25 and and is continuing to work towards resolutions for the expressed concerns.
  
  Brother remains committed to providing At Your Side support as needed to resolve any future issues.
  
  At Your Side,
  Brother

  Customer Answer

  Date: 02/26/2025

  
  Complaint: 22969664
  
  I am rejecting this response because:
  During the contact, the Brother *** said the cartridges do not have a chip. This is incorrect. 
  
  
  Regards,
  
  ***** Reoins

  Business Response

  Date: 02/26/2025

  Greetings,
  
  We apologize for the frustrations experienced throughout our interactions and will do our best to ensure these issues are corrected in the future.
  
  Should any additional concerns arise, Brother remains committed to providing At Your Side support as needed to resolve any future issues.
  
  At Your Side,
  Brother

  Customer Answer

  Date: 02/26/2025

  
  Complaint: 22969664
  
  I am rejecting this response because:
  No action has been taken
  
  
  Regards,
  
  ***** Reoins

  Business Response

  Date: 03/03/2025

  Greetings,
  
  Brother International contacted the customer multiple times from 2/21/25 through 2/28/25 and are still working to resolve the expressed concerns.
  
  Should any additional concerns arise, Brother remains committed to providing At Your Side support as needed to resolve any future issues.
  
  At Your Side,
  Brother

  Customer Answer

  Date: 03/04/2025

  
  Complaint: 22969664
  
  I am rejecting this response because:
  
  I'm still waiting. 
  
  Regards,
  
  ***** Reoins

  Business Response

  Date: 03/07/2025

  Greetings,
  
  Brother International contacted the customer through 3/5/25 and resolved the expressed concerns.
  
  Should any additional concerns arise, Brother remains committed to providing At Your Side support as needed to resolve any future issues.
  
  At Your Side,
  Brother

  Customer Answer

  Date: 03/07/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** Reoins

• Initial Complaint

  Date:02/13/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase the printer Model HL-L2420DW, immediately shows firmware update needed but it will not update. Keeps saying out of memory and no paper in tray 1. Tried joke of tech support and the rep **** couldn't figure out how to fix any issues. Asked for supervisor repeatedly refused they said they would call next day never happened.

  Business Response

  Date: 02/19/2025

  Greetings,
  
  Brother International attempted to contacted the customer on 2/17/25 & 2/18/25 via phone to resolve the expressed concerns, the calls went unanswered and our voicemails with call back info were not returned.
  
  Should any additional concerns arise, Brother remains committed to providing At Your Side support as needed to resolve any future issues.
  
  At Your Side,
  Brother

• Initial Complaint

  Date:02/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Outrageous Service and Practices by Brother PrintersI am absolutely furious with the service (or lack thereof) I have received from Brother Printers. I purchased a Brother printer and subscribed to their ink service, paying monthly to ensure that my printer would have the ink it needs. I made sure my printer was online, as required by the subscription agreement, and yet for MONTHS, I received NO ink!After being forced to run out and buy ink from ****** ***** due to their failure to deliver, I rightfully canceled my subscription. Why would I continue to throw money at a service that was not delivering? Now, to add insult to injury, my printer is rendered useless. I keep receiving error messages stating that my ink cartridges will no longer work, and worse, that canceling my subscription has voided my extended warranty!When I reached out through the Brother chat feature, I was told that I needed to call Brother for assistance. Upon calling, I was informed that because I canceled my subscription, the ink cartridges I already purchased would not work anymore, and I would have to spend even MORE money on new cartridges. This is absolutely outrageous! It feels like Brother is holding consumers hostage, preventing us from using equipment we have already paid for.I refuse to give any more of my hard-earned money to a company that operates in such a predatory manner. I will be looking to sell this printer at a loss because I will not support this kind of treatment any longer. Shame on you, Brother Printers! Your practices are ludicrous and unacceptable.I will be sharing this experience across all platforms, including the BBB, Google reviews, and anywhere Brother printers are sold. Consumers deserve better!

  Business Response

  Date: 02/13/2025

  Greetings,
  
  The customer was shipped an activation kit for the service on 4/27/2024. After installing the cartridges for the service, the customer received the first invoice on 5/30/24 for the service period from 4/27/24 – 5/26/24.
  
  Since then, the customer has continued to use the service monthly, receiving invoices at a rate of $2.49 + tax, plus any additional fees for additional page sets as outlined in the service's terms and conditions.
  
  The customer made no attempts to contact Brother due to issues with the service or their printer until 2/4/25.
  
  On 2/11/25, the customer contacted customer support with concerns that the ink they purchased was not working in the machine. This was due to the printer still being enrolled in the service, which is outlined in the service’s terms and conditions.
  
  The agent verified the service was canceled that day and additionally provided accommodation for the inconvenience at no charge. This package is still in transit as of 2/13/25, and the customer will be provided tracking information as it is available from the carrier.
  
  Should any additional concerns arise, Brother remains committed to providing At Your Side support as needed to resolve any future issues.
  
  At Your Side,
  Brother

  Customer Answer

  Date: 02/16/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and although they are shielding themselves behind their terms and conditions, the end result is that I paid for a service for which I received no products as agreed upon in said terms and conditions. Therefore, I did what anyone with a home printer would do- I went out and purchased the requisite ink. Because I was paying for a service from a company that did not honor its end of the agreement and I was inconvenienced unnecessarily and had to purchase ink outside of the confines of said agreement, I canceled the "service." This apparently rendered my home printer inoperable, and my extended warranty terminated. When I contacted customer service through the company chat feature, I was told I had to call. I called- a number of times before I could get through. When I eventually succeeded, the response that I received was akin to "sucks for you". 
  
  Regardless of my acceptance of the proposed solution here, I am an unsatisfied consumer. To not adequately supply the ink promised despite monthly payments therefore forcing a customer to go out to purchase the ink necessary to print, and then making it impossible to print with the purchased ink until/unless they go through the customer service department is poor service indeed. It does not matter what facts, details, or other rhetoric you throw at the complaint. You failed. Fix it. Do better, Brother. No consumer should have to jump through such hoops to uti***e equipment that they have purchased in full. 
  
  Regards,
  
  *** *****