Brother® Extended Maintenance Agreement
What is an EMA?
An EMA is an Extended Maintenance Agreement and it 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 Brother EMA is the only agreement available from Brother for your Brother
product that is provided directly from Brother or one of its’ authorized service
providers.
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 US, have extended maintenance 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 support line and goes through troubleshooting with
a Brother representative over the phone. If this does not solve the problem, then
a factory- reconditioned unit is shipped overnight 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 pocket which is attached to
the outside of the box with the 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 support line and goes through troubleshooting over
the phone with a Brother representative. 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:
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.
