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Updated 12:00pm Tuesday 26thOctober

 

Kia Ora Brother customers,

Our priority during this uncertain time is preserving the health and wellbeing of our people, our partners and our communities, whilst ensuring we can continue to support all of our customers with at your side support. We have strict protocols in place to ensure the safety and wellbeing of our staff and will continue to follow New Zealand Ministry of Health guidance.

Our operations during the Alert Level split

Auckland
  • Our Auckland team remain working from home remotely under Alert Level 3. Our office and showroom remain closed until we move to Alert Level 2.

Tauranga, Wellington and Christchurch

  • The rest of our teams have returned to the office in a controlled process to ensure physical distancing is maintained and that teams remain safe at all times. 
  • On-site operations in our Tauranga distribution centre are fully operational.

What does this mean for you?

Despite these current challenges, we remain committed to being at your side for service and support.
24/7 NZ Helpdesk

Our 24/7 NZ Helpdesk remains fully operational with our teams working remotely. Our support includes assisting with new device setup and technical assistance.

You can contact our team via:

Live chat is available Monday-Friday, 8:30am-5pm. Customers can access live chat by clicking on the green Need Help box in the bottom right-hand corner of the page.

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On-site Technical Support

Auckland and parts of Waikato

Under Alert Level 3, we can only provide on-site assistance to businesses deemed as essential service providers. If you are not an essential business and require onsite assistance, this will be scheduled when we return to alert Level 2.

To reduce any risks associated with on-site technical support for essential businesses, we will firstly always work to resolve issues remotely through our 24/7 NZ Helpdesk, who can work with you over the phone or by accessing your using remote access software.

Rest of New Zealand

Our on-site technical support is available under Alert Level 2. Where on-site support or service is required, our Brother Authorised Technical Service Providers will adhere to measures outlined by the New Zealand Ministry of Health guidance to ensure the safety of themselves and our customers.

On-site protocols

Brother Authorised Technical Service Providers will ask for your COVID-19 health and safety protocols prior to all on-site visits all will ensure they understand the requirements they must adhere to. They will also:

  • Sanitise their hands and any equipment on entry and exit from site.
  • Wear a mask at all times while on-site.
  • Record visits via the Government tracer app and a customer engagement log.
  • Avoid any physical contact whatsoever (including handshakes).
  • Maintain a 2-metre physical distancing at all times.
Warranty Periods

If your product warranty is due to expire while we are under alert Level 3 and you require on-site technical assistance, we will honour our commitment to resolve the issue when normal operations resume under alert Level 2.

At alert Level 2, our standard warranty applies as per normal, and terms apply.

Bonus! Register to upgrade your printer warranty

For a limited time, we are offering a warranty upgrade for print customers, which extends your 4-Year On-Site Warranty up to a 5-Year On-Site Warranty. T&Cs apply.

Find out more

Recycling services

Auckland and parts of Waikato

Our recycling services are unavailable during alert Level 3 to ensure the safety of our people and our recycling partners. We ask all customers in affected areas to hold onto their empty consumables and old hardware until we return to alert Level 2, where our standard recycling services will resume.

Rest of New Zealand

Our recycling services have now resumed. This includes our consumables recycling programme and hardware recycling.

Purchasing Brother Products

Auckland and parts of Waikato

Brother products can be purchased online from any one of our retail partners, who will deliver your product via contactless delivery. Select retailers may also offer a click-and-collect option.

Rest of New Zealand

Brother products can be purchased online or in-store as per normal.

Free Delivery and Installation offer

Auckland and parts of Waikato

Our Free Delivery and Installation offer remains available under alert Level 3. All installations however will be completed remotely using remote access software. If you are an essential business that would prefer on-site installation, we will work with you in order to fulfil this. Standard T&Cs apply.

Rest of New Zealand

Our Free Delivery and Installation offer is now available as per normal. On-site installations will mean our Brother Authorised Technical Service Providers will adhere to the On-site protocols listed above under On-site Technical Support. Standard T&Cs apply.

Sales Enquiries

Our sales teams are operational and working remotely. If you would like to make a sales enquiry regarding Managed Print Services, you can contact our team below.

Enquire now

We understand these are difficult times but together we can unit against COVID-19. If you have any questions or need help, please get in touch with our team here.

Kia Kaha New Zealand.

 

Graham Walshe

Executive Chairman

Brother International (NZ) Limited

 

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Contact us

If you need assistance or have a question about our response to COVID-19, our team are available 24/7 via phone and email.

Contact Us
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Register to upgrade your printer warranty

For a limited time, we are offering a warranty upgrade for print customers, which extends your 4-Year On-Site Warranty up to a 5-Year On-Site Warranty. T&Cs apply.

Register now
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