Brother International (NZ) Limited

Great online after sales support and service.
Jan 15th, 2023

Aug 16th, 2022

Clare in tech support - really lucky if you get her on the phone, quick to return your calls and even faster with a solution. Keep her on please!
Mar 7th, 2022

I have had a Brother multi function printer/scanner for five years. Most of the time it works perfectly. Occasionally when it doesn't, I ring support. Every time I've rung, I'm through to someone NZ based in minutes. They are friendly and patient and every single time my problem has been fixed quickly. I would now only buy Brother machines so that I always have their excellent support service available to me.
Mar 5th, 2022

We had a disappointing after sales service experience. We bought GS2700 sewing machine and less than a year later a small plastic part just fell off from the inside of the machine. We expected this to be covered under the warranty and got our retailer (Spotlight) to raise a warranty case but to our surprise the case got closed without any assessment - apparently according to their technician, the part can only be broken if sewing machine is tempered with or damaged. After we insisted several times and supplied photos, Brother agree to take the machine for assessment. But even then they kept repeating that we would have to pay for assessment if they found us at fault, it really sounded like they were fully convinced that it was all our fault which was quite frustrating. Then for a few weeks there was no update so we had to call to their customer center but apparently there is no really good communication between customer and service centers so I had to deal with service center myself. According to the technician, warranty covered the fault, he ordered spare part and it should arrive soon. 3 months later, the part still hasn't arrived. In the meantime I checked with customer service and they didn't even know that the part was ordered. I called at least 4 times and they were still waiting update from service center without even trying to call them. 2 months later I was told by the technician that Brother actually never ordered the part. And it sounded like that spare part doesn't even exist. In the end of this bizarre story, without any notice from Brother we just received a brand new replacement. What should have been a simple warranty case took 8 months, many calls and lots of confusion. Very disappointing communication and very unexpected from such a famous brand.
Feb 6th, 2023