Ken R.

In the past I had purchased several Brother Office machines. Ran well for years. This past Christmas I purchased multi-function units for each of my kids/grandkids families, for home/school use. Right out of the box they failed to work. Brother customer service is only open during regular business hours and plays the on-hold game, trying to wear you down, to cause you to give up. Took 3 very long phone calls. The last call was more than an hour long actually speaking with a customer service rep. Was told that they would expedite a warranty replacement. That was 11 days ago and still haven't received the product or a tracking number. Today I decided to use their online Chat feature to follow up. I provided their Incident Number to the "customer service" rep. He keeps telling me I need to be patient and keep waiting while he "researches" my issue. Even with his previous Incident Report Number he had to re-verify my contact info and problem. Now, after wasting an hour in the chat, he says they want me to initiate a new claim all over again!
Instead of just taking my complaint he just keeps asking me to wait and then apologizing for the delay and my trouble.
This one time good company is now a clown show.