Brother International Corporation Complaint - Brother Printers Suck; Customer Service is Even Worse!
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 firstname.lastname@example.org, 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.