Brother Office USAReviews of brother-usa.com

There software update made the printer I was using for a year unable to print. After removing old software and uploading new software, their automated installation just gave error messages without explanation. I tried to contact them, but all I got was an AI bot that had no clue what to do to fix the problem, just kept telling me to reinstall the software. Now I have a year old printer that won't print or scan from my desktop. Their software is not robust and most likely not rigorously vetted before launching.

This has been one of the most frustrating and deceptive experiences I’ve had with a company. When you buy the printer, it’s presented in a way that makes you feel like you need the subscription for it to function properly. Once you sign up, they track your printing and charge you based on usage in a way that quickly adds up. It doesn’t feel like a service—it feels like a system designed to maximize how much they can charge you. The worst part is what happens when you cancel. The ink cartridges they provided stop working, even if there’s still ink left in them. That means you’re forced to go out and buy new ink immediately. There’s no reasonable justification for that from a customer standpoint—it just feels like a penalty for leaving. Then comes the final bill. I was charged nearly $400 in additional page usage fees. This was not clearly communicated in a way an average customer would expect, and it feels like something you only fully understand after it’s too late. Yes, they’ll point to “terms and conditions,” but hiding major cost implications in fine print doesn’t make the experience acceptable. A customer-first company would make these things clear and transparent upfront. Overall, this subscription model feels unfair, restrictive, and designed more around extracting money than delivering value. I would strongly caution anyone considering it—read everything carefully, or better yet, avoid it entirely.

Each time I try to place an order that includes a Brother-USA coupon, the order is rejected and cancelled. This happens even with customer service placed orders. It would appear the coupons are BAIT-AND-SWITCH and totally useless.

It isn’t even worth one star. I called their customer service number and took the option for a call back. One hour and 45 minutes later I received a call back, except there was nobody on the phone and I held on and it disconnected. I then held on the phone for two hours and 28 minutes. I tried live chat. I couldn’t send them a picture because my printer wasn’t disassembled. Wouldn’t know how to do it anyway. I have a machine that is not even 30 days old and I need a new fuser roller whatever that is. I had my IT person check it out and he told me what I needed, but they don’t want to take his word for it so I have to call them back because they can’t help me online. I’m really stuck so I have to call them back, but this is a freaking nightmare. This machine was over $500 and I will never ever ever get another one.

Color laser printer had an error code I couldn’t clear. First tech had no idea what she was doing, but promised a 30 minute return call from a senior tech. Never happened. Called again and waited 35 minutes. Got a case number but never a return call. Trashed the printer and bought an HP. At least the answer the phone.

After two HL-L2460DW printers failed to connect to the VERY strong WiFi signal in my office I've had it with their product and customer service. Printer #1 would not connect to wifi and customer service tried to rope-a-dope me until time for replacement expired at Amazon. Replacement printer also failed to connect and crashed the wifi on my laptop to boot. Customer disservice chat agent had no solutions and telling me I needed to call my internet provider after telling them 3 times that all other wifi devices inside and outside the house were recieving signal fine. They told me at 10:30AM that I would get an escalation group phone call in 2-3hrs. 4 hrs later 14:30 hrs I contacted another chat agen to find my call was to be at between 1300 and 1600hrs. Total day wasted no printer or WiFi on laptop. Way to go Brother USA!

So I register my new product. There's nothing mentioned about being spammed relentlessly after doing this—and no option for opting out. I try clicking on unsubscribe but after many days go by, I'm still being relentlessly spammed. The company website doesn't offer an option to send a consumer email, so my only option now is to mark their messages as SPAM. Quite amazing that such a large company would adopt such a self-destructive policy, one that is obviously harming their brand.