COVID-19: What to expect from Brother under Level 2 restrictions
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COVID-19: An update from Brother NZ

To all our Brother customers,

We wish to emphasise that the health and well-being of our Brother team remains our highest priority. We have made the decision early to encourage our people to take up flexible working arrangements from home, leaving minimal staff on-site at our head office in Tauranga, and Auckland, Wellington and Christchurch based sales offices. For those required to continue working on-site, we are ensuring they strictly follow New Zealand Ministry of Health guidance.

We are committed to continuing to provide outstanding ‘At your side’ service and support. Our local, New Zealand based team are available 24/7 for any questions, technical assistance or remote set-up and training* requests. For further information on Brother’s service and support during lockdown Level 2, please refer to the FAQs below.

Brother's service and support during lockdown Level 2 restrictions

Purchasing Brother products 

Level 2 Restrictions – Nationwide

Brother’s channel partners with physical stores remain open under Level 2 restrictions. You can purchase in-store, or alternatively also shop online with contactless delivery if you would prefer this method. Some channel partners may offer a ‘click-and-collect’ option as an alternative. Our channel partners with physical stores will be following New Zealand Ministry of Health guidance to ensure all customers remain safe while on their premises.

24/7 Helpdesk

Our entire Helpdesk team remain available 24/7 for any technical issues you may have. On average, 70% of issues can be resolved remotely, so we can have you up and running without the need for on-site assistance.

You can contact our team via the following methods:

  • Free phone our 24/7 New Zealand helpdesk on 0800 329 111
  • Live chat with our team Monday – Friday 8:30am – 5pm
  • Email us via our contact form
  • Book a call back via our website (found under the green, ‘Need Help’ live chat icon).

We are expecting increased call volumes as kiwi’s shift their office home again, so our call wait times may be slightly longer than usual. Our fantastic Brother helpdesk team will do their absolute best to answer any questions or assist with technical issues as quickly as possible. Please remember to be patient and be kind.

Onsite technical assistance

Level 2 Restrictions – Nationwide

On-site technical assistance and servicing via our nationwide Authorised Brother Technical Service Provider network remains available under lockdown Level 2 restrictions. In the first instance, remote (virtual) assistance will always be undertaken before any on-site visits are arranged.

Our nationwide Authorised Brother Technical Service Provider network have individually implemented their own procedures to ensure they are strictly following New Zealand Ministry of Health guidance if on-site technical assistance is required.

Recycling

Our Auckland-based certified e-waste recycling partner, Croxley Recycling, remains operational under lockdown Level 2. They have implemented practices to ensure their team remains safe. All processes remain as per normal. To find out more about Brother’s recycling programme, please click here.

We understand these are difficult times to face again, but together as a team of five million, we can unite against COVID-19 again. Stay positive and be kind.

Kia Kaha New Zealand.

Graham Walshe
Executive Chairman
Brother International (NZ) Limited

*Remote set-up and training is available Monday to Friday 8:30am-5pm.
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