Dis-satisfied with HP Service and Product Support
MARYSVILLE, CALIFORNIA -- Where do I begin? I have tried to give this company the benefit of the doubt, only because I have had many of their products over the years without problems, or issues. During the last 3 years there has been a major change in the culture of the company that has translated into poorer quality control, especially in the customer service, and tech support divisions of the company. I believe it began when the company was undermining their CEO Carly Farrina.
My problems began 3 years ago when I purchased an HP Officejet 7210xi all-in-one. I had to have the unit replaced twice before opting for an upgraded all-in-one, when the technician who helped me address the issues with the 7210xi, suggested that the Photosmart C-6180 was a new efficient, relatively trouble-free unit. So, I ordered a Photosmart C-6180 last year in March of 2007. In June of 2007, there was an issue that could not be corrected through tech support, and they sent a new one. My new issue is with one of the ink cartridges being full and the unit not recognizing that fact, even after trying 2 new cartridges. After many hours on line with a technical person, it has been determined that the problem is with the hardware. When I indicated that the unit should still be under warranty, because it is less than a year old, I was told that the warranty applied to the original purchase date only; which makes it out of warranty, (by less than one month) and me S.O.L. Now the unit is useless for printing. I am very frustrated with H.P. and discouraged enough with their lack of support and service for their printers that I will not buy any more of their products.
The galling aspect of this whole situation is that when I first started using HP printers, they were recommended by my brother who is a computer whiz, and businessman who had used HP printers for a long time. When he began having problems with his Officejet 7210xi, he said that he thought that HP had begun to deteriorate on several levels within the company, after having trouble getting his printer serviced. He advised me to change to a Brother all-in-one, (which he did) after I began to have issues with my 7210, but I didn’t listen. I bought the Photosmart C-6180.
Now I am out almost $300.00, and all I have to show for it is this huge paper weight, and a bad taste in my mouth!