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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?

Visit the Customer Service - Warranty & EMA area of our website to obtain the order form and instructions for submitting your order.

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
    Brother International Corporation
    P.O. BOX 6911
    BRIDGEWATER, NJ 08807-0911
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