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Design Fault - Defective Rollers - Repaired after warranty
on 25 February 2016
BEAWARE – Design Fault - Defective Rollers
This printer has a common design fault, which is known to Brother. The orange roller for the fuser unit has a short limited life, so it will disintegrate resulting in embossed print outs. Check the reviews on Amazon.com for more details (including photos and videos)
So the printer is good until this fault happens, and if the printer is out of warranty when this happens, then the repair cost is similar or higher than the cost of buying a new printer! I have the printer for just over a year when this happened (1 year and 1 month exact), and we only used it very lightly (I use my Epson desk jet printer for most of my printing and use the laser only for final work documents). However, Brother Customer Service refused to fix the printer because it passed the 1 year warranty, refused to sell me the roller, saying it should only be replaced by an authorised engineer, and referred me to one of their repair agents. The agent quoted £59+VAT for labour and £79+VAT for the parts. So effectively the total repair cost is £165.60, and there is no guarantee that the new roller will not disintegrate in a year time! The agent suggested I should buy the higher heavy duty models, instead of this one, but I prefer NOT to buy Brother Printers anymore!
UPDATE 02/03/2016: After writing this review and a similar one on the website from where I bought the printer, I received an email asking me to write a complaint to Brother Customer Service. I did that, and they offered to send an engineer free of charge to have a look. In the following day, the engineer visited my house and replaced the fuser unit, which fixed the problem (free of charge - parts and labour). It was a good move from Brother to action this repair, as the printer is only 13 months old, and lightly used. So I am updating the review and changed my satisfaction from 1 to 3 stars.