At Brother we work hard to provide customers with the highest quality items. So we thank our customers who contacted us about the difficulties with ScanNCut DX mat feeding process. You helped us identify and fix the root cause. Please accept our humble apology for any inconvenience or frustration this may have caused you.
The Brother team took this to heart because we work to provide unique features and improve product functionality based on what customers want. We are at your side as you use our products to transform your vision into creative crafts and projects.
Need a new mat? If your ScanNCut DX mats were purchased between August 1, 2018 and October 31, 2018, Brother is offering you a new mat free of charge. Customers may contact the Brother Customer Service Department at 877-BROTHER (1-877-276-8437) or visit Brother at https://www.brother-usa.com/brother-support for additional contact details.
After you get your new mat, please tag our social handles @BrothercraftsUSA and share your latest project. The Brother team would love to see them! Please also visit https://www.youtube.com/watch?v=sX-xl2Fkxtg for proper mat feeding instructions.
UPDATE: Please note the mat replacement program runs until July 1st, 2019.
The Brother Crafts Team