on March 1, 2015
This printer was purchased to use in volunteer tax preparation, and works well, except for 2 times when it lost it's wireless setting. Wish I could give it more stars, but this review is about not only the worst, but possibly the most dangerous, Customer Support I have ever encountered. Since nothing purchased these days includes a Users Manual, and the one for this product is over 100 pages, I didn't download and print it.
We were printing wirelessly, and one day near the end of our tax preparation, the printer stopped with the error light flashing. We tried everything, including looking for a paper jam, but nothing worked. So, I got the phone number for CS (Customer Support) in large numbers on the Brother web site, thinking that would be a quick way for them to look up in the manual where it explains what the error light means. I got a man who was very hard to understand, and the first thing that should have thrown up a red flag was when he asked for the brand name & model name of the printer.
Strange, I thought, isn't this the BROTHER CS service? Apparently some manufacturers have gone to a generic CS service. I tried to explain that my problem was surely simple enough that anyone there could quickly clue me in, but he insisted he was going to forward me to an "online chat", and there I got Michael, and typed in my problem. We had a few messages between us, with him suggesting the problem might be on my laptop, but I told him we could not print from any of the 6 laptop we were using, not just mine, so it had to be the printer.
He ignored what I was saying, and asked if he could take control of my laptop, which I assumed would be OK. I was mystified when he began searching thru many areas of my laptop that had nothing to do with printing, so as time went on, I became much more suspicious, and finally told
him I was going to shut down and have the IT guy at the library where we were working look at it the next day.
That night at home, it was very easy to search the online manual, which revealed the error light meant "paper jam". I have no idea why the CS guy could not find that as quickly as I could, without monkeying with anything in my laptop.
Next day, the IT guy and I removed the paper jam, but also found the printer had lost its wireless settings, which it had done before. Reset those, but it still wouldn't print. After much searching, my IT guy found that the CS guy had disabled the wireless on my laptop. Who knows why?
But my laptop began to strangely slow down, and even began to show a link to an ad in an actual TAX RETURN I was looking at! Very serious problem. I looked at my list of programs and found 12 I have never heard of, and all were installed the same day! I uninstalled 7, but the rest could not be uninstalled. All sorts of pop-ups are clogging my view on startup, along with the very serious problem in a tax return. Once again, I am going to enlist the help of the very helpful IT guy, but if he cannot fix the problem, I simply can't prepare tax returns on this laptop, my own, which is a very good Sony.
Let me hasten to say I cannot be sure CS is to blame for all this, but consider these points I have made:
Generic CS service, not simply Brother.
First responder made no attempt to solve the problem, but insisted I go to the online chat.
Online chat guy, Michael, ignored what I was saying, and wanted to "take control" of my laptop.
Searched areas that had nothing to do with the problem. Even a person with limited knowledge
like me would notice this. He even wanted to know why I was shutting down.
Unwanted programs were installed after CS bumbling. I have been using this laptop for several years
without any problems like this, and I am using Microsoft Security Essentials for virus protection.
Even Michael's misspelling of common words indicated someone with limited English skills. Is this a problem?
Not necessarily, but to me, it arouses suspicion of something strange going on. Why did he want to
take control? Shouldn't he have been looking for the simplest solution?
Wish I could give more stars, Brother, but I am highly disappointed in your Customer Support.
UPDATE, APOLOGY TO BROTHER:
I need to apologize to Brother. It has become apparent that I got a fake support site, not an official Brother Support site. I should have realized there was a problem when the guy at the fake site asked for the name & model number of the printer. And I should have never allowed them to take control of my laptop. I became suspicious when I saw them ignoring what might have been a solution for my printer problem, but were searching thru my system. I closed, but not soon enough.
Isn't it sad that we must now be suspicious of every site out there claiming to be official, but in fact are wanting to install malware? I have even heard some sites that want you to download their product which they say will remove viruses and malware, will instead infect your computer with malware.