Brother Office USA Reviews 9

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.

From day one of unboxing our most recent printer it never worked right. First it was lines through the documents even on the highest quality setting, then within a few weeks more errors began, like a total refusal to print for no apparent reason with the data being received on the screen, but just a lazy printer that never would work. When it did print, it splattered ink onto the document. We ended up using it for a kids printer so they could just get non-essential docs printed, but then it stopped doing any printing at all about 6 months in. When I contacted support, I had to jump through hoops to prove we were having problems, often getting disconnected because they wouldn't wait more than a minute to let us do the time consuming tasks they asked us to "check" or do. When I finally had enough and asked to simply get a return form to fill out, the agent told me the problem is the "drum" unit (even though I clearly told them about multiple problems-- not just the drum error). He then said "drum units are consumables, and we do not cover the replacement". When challenged on the other issues it was a brick wall-- several agents in, and they would not give any options to return the printer that has never worked right. I asked for contact information to file a complaint to the corporate office, and they brick-walled that as well telling me they would "contact me". Yeah right. They do not stand behind their products and the warranty is not real-- they will use any excuse to not replace your printer under warranty. Get ready to be highly annoyed and offended as your money is thrown in the trash. To make matters worse, the ink toners exploded all over the inside of the printer, so even if I wanted to continue to troubleshoot on my own there is ink all over the inside of the unit (and my rug now). I cleaned it once thoroughly, and it happened again the next day. Unbelievable piece of junk, and this is on us, but it's not the first Brother printer we've had that stopped working quickly. We should have known.

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.

Their printers are unquestionably of exceptional quality and build in comparison to two other major brands I owned.

Unfortunately, they do not provide with ANY toner cartridge warranty even in cases that the cartridge happens to be defective not due to user's fault.

I have been using consistently Brother OEM cartridges because I simply do not trust the competitively priced aftermarket cartridges.

My black OEM cartridge (costing over $88.00 tax included) went bad with 90% of toner remaining.
For the record, the printer is being used lightly, exclusively for home office needs.

All company recommended tests indicated that it was defective and should be replaced.

THAT IS WHEN I DISCOVERED THAT BROTHER DOES NOT OFFER ANY TONER CARTRIDGE WARRANTY.

Out of necessity I purchased and installed a replacement OEM cartridge which confirmed that the cartridge in question was indeed defective.

Repeated call attempts to express my disappointment to customer service resulted in automated voice announcements that expected waiting time on hold was over one hour and twenty minutes, which is simply unacceptable.

Regrettably, I must absorb the loss.

Very disappointing...

Probably the best brand of printer you can buy. Their ink options are much more affordable.