Extended Warranty FAQs
What is an EMA?
An EMA is an Extended Manufacturer's warranty Agreement and is purchased directly from Brother International Corporation. An EMA begins the day after the limited standard warranty expires, except for On-Site upgrades which start the date the machine was purchased and replaces the Limited Standard Warranty provided with the machine. 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 limited standard warranty period. If the limited standard warranty period has expired and you choose to purchase an EMA, the machine must be inspected by a Brother Authorized Service Center (ASC) at your own expense to assure the machine is working properly. Verification from the ASC is required. NOTE: Higher rates will apply for out-of-warranty EMA purchases.
What models are eligible for an EMA?
What does an EMA cover?
An EMA covers the machine. Except as otherwise provided herein, Brother warrants that the Machine will be free from defects in materials and workmanship, when used under normal conditions during the time that the EMA is effective.
What is not covered by an EMA?
- Physical damage to the Product;
- Damage caused by improper installation, improper or abnormal use, misuse, neglect or accident (including but not limited to transporting this Product without the proper preparation and/or packaging);
- Damage caused by another device or software used with this Product (including but not limited to damage resulting from use of non BrotherTM -brand parts and Consumable and Accessory Items);
- Consumable and Accessory Items that expired in accordance with a rated life;
- Issues arising from other than defects in materials or workmanship; and
- 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 Periodic Maintenance Items beyond their rated life, such as Waste Ink Absorber, Paper Feeding Kits, Fuser and Laser Units.
What types of EMAs does Brother offer?
Depot Service: The customer calls the priority customer service line and troubleshoots with a Brother representative over the phone. If the issue 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 issue, 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 packet 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 5 business 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 issue cannot be resolved, Brother will provide "On-site Warranty Service". "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.
How do I get service during my extended maintenance period?
EMA customers are given a toll-free Priority Service Number to use if they require service. This toll-free number is for Extended Manufacturer's warranty Agreement customers and will take precedence over non-contract customer calls.
How do I renew my EMA?
An automatic renewal notification will be mailed 60 days prior to the expiration of your extended warranty. If you wish to renew, complete the following steps based on payment type:
By check - mail the Warranty Renewal Invoice with your payment to the address listed on the invoice.
By credit card - call 1-908-655-9992 for assistance by a Brother representative.
Business hours are Monday - Friday 9am-5pm Eastern Time, excluding holidays.
Please note: if the renewal payment is not received by the renewal date, the EMA will automatically expire.