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Brother Printers Suck; Customer Service is Even Worse!
Posted by Wmuboy on 08/03/2011
BRIDGEWATER, NEW JERSEY -- I have had nothing but problems with my Brother MFC-9840CDW printer every since I bought it about two years ago. I have been fighting with Brother since that time on it. When I try to make a copy, it often will not let me because it thinks it's receiving a fax even though there has never been a phone line hooked up to it. I have to turn it off and back on and quickly make copies before it thinks a fax is coming in again. This has been going on the full two years. The fax settings are on manual receive so this shouldn't even be an issue. I tried to go into the fax settings again though last weekend, but it just beeps at me if I try. I faxed Brother a year ago about it, but they completely ignored my fax.

Starting last weekend, I also cannot print or make a copy at all. It will just beep at me.

I also complained to Brother tech support about the unit printing 3 dots along every page. The agent said he would contact me again the next day but he never did. I tried calling Brother back on the weekend but their tech support team that the team that covers my unit isn't available on the weekends.

I finally e-mailed Brother and demanded either a refund or a unit replacement. A representative from Brother called me. I called him back two different days and left a voice mail each time. On the last voice mail, I told him to e-mail me instructions to swap this unit out for a new unit. Today, on 8/2, Joe e-mailed me, but did not include any instructions on exchanging the unit. Joe claimed that I have not replied to his messages. That is false. I called him back and left him voice mails twice. I am not sure why he is lying about that. I replied back to him with what time I am available for him to call me, but the e-mail bounced! I forwarded the e-mail to Brother customer service at custsrv@brother.com, but that bounced too!

I also had to fight with Brother for weeks to get them to send me a Windows 7 installation CD. I don’t understand all the hassle for such a small issue.

Brother had the nerve to e-mail me again today saying that I needed to cooperate with them and call the representative back who’s been leaving me messages. I have been calling him back!

Since it is impossible to get a hold of Brother and since this has been going on for two years, Brother needs to just send me a $570 refund. I no longer want a replacement. I'll buy an HP printer.


     
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Posted by CrazyRedHead on 2011-08-04:
I seriously doubt that you will receive anything from Brother being that the printer is about 1 year out of warranty. Did you buy an extended warranty with them to cover the printer beyond the 1 year limited manufactures warranty.

I have always bought brother printers (all in one) and my last one lasted almost 5 years before I replaced it due to not being able to afford color ink. It still works like a champs if it has the correct ink. The model was outdated and I had the CSR run me through the steps to get it to work on my computer. I replaced it with a Brother laser all in one and it has been going over a year off of the original included ink cartridge.
Posted by Lost $15K due to this printer on 2013-07-09:
I have the same printer, the MFC 9840 CDW. It is a piece of crap. I cannot get help from the support center, it continues to give erroneous error codes, and it prints one copy if I unplug and plug it back in. I paid $1200 with all of the whistles and bells, and it is the worst all in one I have ever had.
Posted by dennis on 2013-08-08:
brother printers are the worst waste paper, chew photos ink sucks
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Could Be A Lot Better
Posted by Crazyatheart13 on 01/11/2013
I bought the Brother MFC-8690DW in early 2012. As a printer it has been reliable so far! That's the only good thing I've found about it. I purchased it at Costco.
At the bottom of the printer find the drawer that holds the paper supply. With any good planning Brother could have made it hold an entire ream of paper. It holds about 3/4 ream. Which is a bummer when you now have to find a place to store the unused portion of the ream.
Every other brand of laser printer I have ever used has worked like this. Just above the paper drawer is a door you open if you want to feed the blank paper through this way instead of using the drawer. (It's used for thicker paper or labels). On all other printers you open that door and put the paper in the slot, when you do this the printer then automatically knows to use this feeder and not the drawer. NOT the Brother. I called and spoke with Brother customer service and after trying a couple things that did not work I was told it was the programs fault and I would need to contact them if I was going to make that feeder work. (Funny, I'm using the same program I used with the other printers) I never had to do that with any other printer. OK, so that feeder is useless.
Since I have them on the phone, I ask for help with making my laptop print wireless to the Brother. I was told I'll need to contact the Router manufacturer to obtain some information. (Funny, I've never had to do that before either). So it won't print wireless unless I want to spend more time calling someone else.
Call it bad customer service or whatever you want. My printer does not function properly and they can't/won't fix the problem!
If you want to receive a fax (now remember this is supposed to be an all in one printer/fax/scan) here is all you need to do. When the phone rings press the hook button then press 2 then press the start button then scroll down to "receive" then push OK. REALLY Brother that's the best you could come up with. I have to push 5 different buttons to receive a fax. Wow I'll give it 2 stars because it prints well but, I'll never buy another Brother!!!

     
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Posted by trmn8r on 2013-01-11:
Well, you do need the router security information (eg WEP key). My brother printer offered connecting via an ethernet cable as I recall, to get it set up.

I have a low cost Brother inkjet all-in-one, and I hate the print quality. Seems like it is hard to find a good printer these days. The cost is low and so is the quality.
Posted by ok4now on 2013-01-11:
I've tried all the top brands, HP, Epson, Dell, Brother and Cannon. To avoid boring you with a detailed pros/cons of each let me cut to the chase. Cannon has worked best for me. I have the MG6120. The print and photo quality is excellent. To achieve these results the printer has 6 ink cartridges which can be pricey to replace. My ink demands are low so I replace the cartridges about every 6 months. Amazon and Costco have the best pricing for factory ink that works without problems. You're on your own with the cheap after market ink that may or may not work. Why take a chance to save a few bucks?
Posted by At Your Service on 2013-01-11:
I've had a ton of experience with printers. When it comes to ink jets, I recommend HP and preferably a series with the cartridge and head all in one.

I've worked with Cannon and their independent color ink design and have found it to be hideously flawed. The problem is that the head and cartridge are two separate items, which may sound great at first -- it did to me, but is actually a problem. The heads continuously become clogged and are just about impossible to clean. Replacement of the head is not cheap.

On the flip side, I use a few different printers now, one of which is an HP Photosmart P1100 series. I've found it to be wonderful and rarely runs into problems.
Posted by Obsfucation on 2013-01-11:
Every brand has pros and cons. I had the very same (ink supply/printhead) issue with an HP printer. My personal Canon performs flawlessly, and at work we use over a hundred Brother laser printers because they are workhorses.

Just a note, the manual paper tray on my office HP works exactly the same way as the OP's Brother. It's pretty tough to generalize about any brand of printer.
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This Emboridery Machine does not have a space bar to make Separate Words
Posted by Cotepony on 06/17/2007
HUDSON, FLORIDA -- PE 700 Embroidery Machine: This costs me over $1,000 and all I wanted to do was use it to embroider names. Before purchase, the salespeople at Singer knew exactly what I wanted to do with this and not a soul told me that you could not make 2 words in a row without twisting, turning, readjusting the material and then ..reprogramming the computer. There is NO space bar to separate words. Of course, if I upgraded another $500 to a different machine, I'd be able to have that space bar. I feel that the Brother Company is just a fraudlant as no where in the hand book did it indicate that the consumer would confront this. All they had to do was put, this machine does not have a space bar ! Needless to say, I hate this embroidery machine and I do not recommend it for purchase if you want to make SIMPLE names. The only way it will make two words, here's an example: happy_face. You need to use the underscore. I wanted to make clothing (tag) labels and embroider names on my product, it won't happen with this machine. Don't waste your money or you will become frustrated like I have been.
     
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Posted by FoggyOne on 2007-06-17:
I thought, you're crazy, no space key but then I looked at the documentation at the Brother site online, sure enough, it says to use the underscore key between words. Yikes, what a bummer. Long path name: http://welcome.solutions.brother.com/BSC/public/us/us/en/faq/faqh/000000/000300/000078/faqh000378_000.html?reg=us&c=us&lang=en&prod=hf_pe700eus

Not a true fix but can you use the underscore with the same color as the cloth? At least it might not be so noticable.

Is your machine still under warranty? Can you return it and get a different brand?
Posted by CrystalSword on 2007-06-17:
Hey, Sis....you go girl!!! Glad to see you made it to this site, its really great, as you can see, and people really do research the complaints! Thanks, Foggy, for looking that up, yer a peach!
Posted by jktshff1 on 2007-06-17:
You blaming Singer or Brother? Seems as if the Singer salesman sang a song. That's who I would be hitting on! Either you weren't listening or the salesman wasn't telling.
Posted by cotepony on 2007-06-21:
Re: Brother PE700....it turns out that I decided to go ahead and use the underscore to make a space between words. That "key" turned out to be the space bar, go figure. Anyways, I went to the Singer dealer where I purchased it and told him that it is his responsibility to have his staff trained on the machines BEFORE selling them. When I had originally gone in for my first lesson on this machine, I asked Kathy (who was to give me my lessons)....where is the space bar? She opened the hand book, read it and said there is none. Before my purchase, I told the salespeople what my intent was for, in use of this machine. I absolutely blame both, Brothers for not stating in the hand book that the space bar is actually the underscore key AND the Singer dealer for not having his staff prepared to sell and train on new machines.
Posted by jktshff1 on 2007-06-22:
Thanks for the update and explanation.
Posted by cotepony on 2007-06-25:
Final Update on the Brother: I called Brothers International. Now that waste a waste of time, wait until you read what he told me. First, I explained to him that the manual did not stipulate about the "space bar", I also mentioned to him there was nothing indicating that you would need a special thread for the bobbin - it's actually called Bobbin thread. Since this is my first embroidery machine and I had no clue about either the space bar nor the bobbin thread; the publishers need to treat that manual as if a novice is reading it and that all of this should have been mentioned in the hand book. I commenced to tell the rep that I had posted this information on My3Cents and he asked me why? I told him that others need to be aware of these complications. He said that I should have called them first and again, he asked me why I posted this and he said it in an abusive manner. I said, it's a public web site and I can post it if I want to. His voice raised and he started hollering at me and I said others have a right to know what I went thru. What a horrible, horrible experience ! Not only a mis-guided manual but an encounter with a representative that should not have access to a telephone.
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Brother All In One Rip Off
Posted by Thunderd on 03/22/2007
OKLAHOMA -- WOW We all thought the Brother All In One Printer, copier, fax would be the answer to our multi tasking issues. Unfortunately it added to it! It always states low ink in each color, and then tells me no ink cartridge when I install new one's! Was sent a refurbished piece of crap like the new after I had similar issue as above!

When Brother gets a CLASS ACTION LAWSUIT like EPSON did for their ink rip off printers, we will can all sit back and laugh! And I never get no where near the high yield of 500 pages for the cartridges I purchased at $20.00 a pop! RUN FROM THE ALL IN ONE PAIN IN THE ASS BROTHER PRINTERS!

     
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Posted by MRM on 2007-03-23:
Before anybody says that the lawyers will be making the most money out of the lawsuit, its not about the money. The class action lawsuit is about teaching the company a lesson.
Posted by Anonymous on 2007-03-23:
I personally think that any piece of equipment that is supposed to cover multiple functions is a bad idea. At least one part of it is going to malfunction, more than likely resulting in having to replace the entire unit.
Posted by Sparticus on 2007-03-23:
We bought a HP "all-in-one" for the home office. It works OK, but doesn't do any one particular thing really well. I suppose the best benefit is the space savings since it only takes up one spot on the desk, but accounts for four devices...
Posted by CrazyRedHead on 2007-03-23:
I have a Brother all in one, fax, copier, printer, pc fax, printer for the past 3 years, and it is still running strong. I get the occasional out of ink message, but all I have to do it run it through a cleaning cycle and it then shows full. The warranty with Brother, as is with most all manufactures, is if you have had the printer past a certain date that they will replace or repair the printer with refurbished/like new parts.
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Poor Quality Printer
Posted by Beedub65 on 11/20/2005
VIRGINIA -- I purchased a Brother MFC-6800 Multi-function system from Staples some time back. Honestly, I have had nothing but aggravation with it. I basically use it very little and have only changed 1 toner cartridge since purchase. About half way through the first toner cartridge, I noticed the print copy getting lighter on the edges. I followed the troubleshooting recommendations but nothing helped. I contacted Staples extended service since I have bought the extended coverage and was told it was the drum and that is a consumable and was not covered by the warranty. So I started pricing drums. I cannot believe the drum is $200.00 and the whole unit was only $299.00 when I bought it. Seems like a pile of you-know-what that the drum is more expensive than all other components in the system. I have written Brother a letter but I am sure they care very little about a pee-on like me so I have no hopes of it being resolved. I can promise you that no other Brother products will be in this office. I would be interested to know if anyone has suggestions about other brands. I do know I will never use another MFC type product. Its individual fax, print and copy for me now.
     
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Posted by Anonymous on 2005-11-20:
Yeah, I'd call them on this one. Don't put up with this. Tell them about M3C!
Posted by KenPC on 2005-11-22:
I have experienced a similar problem with my HP D135 multifunction printer, for the same reason: I don't use it enough. This causes the ink heads to dry out, and it costs $100 to replace them.

On the other hand, last year I purchased 80 Brother HL5170 printers for work. I haven't had a single service call on any one of them.

I don't think Brother is the main problem, I think it is the type of machine, and the amount of use that kills us.
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