Brother® Extended Manufacturer's warranty Agreement
What is an EMA?
An EMA is an Extended Manufacturer's warranty Agreement and is purchased directly from
Brother International Corporation. In most cases, the manufacturer's standard warranty
is one-year depending on the model. An EMA begins the day after the standard warranty
expires. The Extended Manufacturer's warranty Agreement (EMA) is the only agreement
available for your Brother product that is provided directly from the manufacturer.
An EMA must be purchased within the standard warranty period. If the standard warranty
period has expired and you choose to purchase an EMA, the machine will need to be
inspected by a Brother Authorized Service Center (ASC) at your own expense to assure
that it is working properly. Verification from the ASC is then required at time of
purchase. NOTE: Higher rates will apply
for out-of-warranty EMA purchases.
What models are eligible for an EMA?
Current models of MFC, Printers and Fax machines, which have been purchased and are
located in the contiguous United States, have Extended Manufacturer's warranty Agreements available for
purchase. At this time Brother does not offer EMAs on sewing machines and personal
information products such as P-Touch, Stamp Creators, and Typewriters/Word Processors.
What does an EMA cover?
Parts and labor on electronic or mechanical failures as stated in the
manufacturer's warranty.
What is not covered under an EMA?
- Consumables, such as, but not limited to print heads, toner, drums, ink cartridges,
print cartridges, refill ribbons, OPC belts, and thermal plus paper.
- Cleaning or damage caused by an accident, neglect, misuse, or improper installation
or operation.
- Damage directly resulting from using non-brother products.
- Damage caused from service, maintenance, modifications or tampering by anyone other
than a Brother Authorized Service Representative.
- Cleaning that is considered routine and can be performed by the customer without
damaging the machine.
- Normal maintenance and wear resulting from usage of the machine.
- Charges incurred due to a Service Center finding nothing malfunctioning in the machine.
What types of EMAs do you offer?
Depot Service:
The customer calls the priority customer service line and troubleshoots with a Brother
representative over the phone. If the problem cannot be corrected you will be referred
to the nearest Brother Authorized Service Center (ASC). The cost of parts and labor are
covered. The customer is responsible for bringing the machine and picking it up from the
ASC. Should the customer choose to ship the machine to and from the ASC rather than
transport it themselves, the customer assumes those costs. Brother will not cover any
damage resulting from any transport of the machine to and from the service center.
Exchange Service:
The customer calls the priority customer service line and troubleshoots with a Brother
representative over the phone. If this does not solve the problem, then a
factory-reconditioned unit is shipped the next business day to replace the customer's malfunctioning
unit. Brother will cover shipping charges, and the replacement will contain a return label
to send the malfunctioning unit back to Brother. The customer uses the box which the
replacement unit and packing materials were shipped in to repack the malfunctioning
machine. The prepaid return label, located inside the shipping pocket attached to the
outside of the box also containing the outgoing shipping label, will be used to send the
malfunctioning unit back to us. The customer must place the malfunctioning unit in the
mail within 3 days of receiving the replacement otherwise the customer will be charged the
estimated street price for the replacement unit.
Onsite Service:
The customer calls the priority customer service line and troubleshoots with a Brother
representative over the phone. If the problem can not be resolved, Brother will provide
"On-site Warranty Service" during "Normal Working Hours". "On-site
Warranty Service" means remedial service at your location to restore the product to
good operating condition under normal usage at no charge for parts or labor. "Normal
Working Hours" are Monday – Friday, 9:00 a.m. – 5:00 p.m. in the customer's local time zone.
How do I get service during my Extended Maintenance period?
All EMA customers are given a toll-free Priority Service number to use if they require
service.
How can I purchase an EMA?
You may:
- Visit the Customer Service
- Warranty & EMA area of our website to print out the order form. Submit your order
for processing:
- If paying by check or money order, mail completed order form and payment to:
Brother International Corporation
ATTN: EMA DEPT.
P.O. BOX 6911
BRIDGEWATER, NJ 08807-0911
- If paying by credit card or purchase order, fax completed order form and payment
to:
908-252-3254
How do I renew my EMA?
An automatic renewal notification will be mailed 90 days prior to the expiration. If you wish to
renew, please pay the invoice and mail it back to Brother International Corporation. If the renewal
payment is not received by the renewal date, the EMA will automatically expire.
How do I reach someone if my EMA question isn't answered in this FAQ?
You may:
- Contact the EMA Department:
Phone: 908-704-1700 Ext. 54704
Email: EMA@brother.com
Mail:
Brother International Corporation
ATTN: EMA DEPT.
P.O. BOX 6911
BRIDGEWATER, NJ 08807-0911
