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Customer Service
Posted by Cheryl on 10/22/2004
TORONTO -- On October 6th as I went to print off my mother's speech for my great aunt's funeral I ran out of ink. I had bought a 2 pack of hp inkjet 56 cartidges some time ago and quickly found the second cartridge, but when I installed it there was a problem. I had followed the directions perfectly, this was not the first time I had changed the cartridge, so I removed it and reinserted it several times, nothing worked. As I was running late to get to the visitation (I did not have time to spend on hold waiting for customer service!) I made one last attempt after a gentle wipe with a kleenex, the cartridge still wouldn't work! I no longer had the receipt for the 2 pack so staples would not replace it when I asked on October 13. I finally had time to call hp customer service to see about replacing the defective ink cartridge today and they had me wipe the ink cartridge and inside the printer with a damp cotton swab and the cartridge still would not work. After explaining the situation I was told that because I had wiped the ink cartridge once after it not working for 10 or more installations it was deemed customer damage and they would not replace the defective ink cartridge.
So if you have any hp products and encounter this type of problem know that hp will not stand by the quality of their products. If you don't have any hp products I suggest you don't buy any. I made sure to explain this to both the customer service agent and their manager that even though I already owned an hp laptop and printer I would never buy another hp product because of this incident, and I would tell everyone what a dishonest company they are.
May you never have to deal with hp customer disservice.
     
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No USB Cable
Posted by Rickkaye2001 on 07/09/2012
My laptop is HP so I choose to buy an HP printer. I assembled everything then downloaded the software. When it was time to connect the USB cable I could not find it! In the small print it said USB was not included. Well makes my printer useless. I can't believe a big company would lose customers over 39cent item. Never will buy an HP product again.
     
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Posted by Sparticus on 2012-07-09:
I've never understood why some printer companies don't include a cable either. I've always had to go dig one out of the archives from an old printer that did come with one from a decade before.

This is an interesting read from a Staple's employee perspective:

http://articles.marco.org/46
Posted by jktshff1 on 2012-07-09:
Very good link Sparticus.
Posted by onlooker on 2012-07-09:
And a different perspective is the mfg of the cable and mfg of the printer - have different efficiencies making separate mfg of the 2 items better. But as shown by Sparticus pricing can be manipulated by the retail outlet.
I guess this experience means read all info before you purchase anything - even the small print.
Posted by trmn8r on 2012-07-09:
Look at it this way. Personal printers have become somewhat disposable. My last all in one was like $60. The ink costs the same as the printer. So... if people are buying printers frequently, and tossing the old ones, they don't need new cables.

Here's another thought - what about the old days, when we had those big honker IBM-style cables. New printers didn't come with cables.

Here's yet another thought. Most people are going wireless these days. Even me, being the Luddite I am, have. However, my latest Brother printer required a USB cable to set it up. The printer connector is buried down inside the printer, so you can't use it with the cable!

I would not throw HP out the door here. I think it is becoming the norm to not include a USB cable. Also, I think this switch is good for the environment - millions of unneeded non-biodegradable cables don't get tossed in the dump.
Posted by frak on 2012-07-09:
The last two HP printers I bought included the USB cables. (All-in-one printers from Costco.)

Having become disillusioned with HP printers for other reasons, I just bought a Cannon All-in-one (from Costco) and it did NOT include the cable.

I checked and checked the box until I saw the "USB cable not included" notice in very small print. (That was annoying.)

While I did NOT need the cable to setup or use the machine (wi-fi all the way, baby), I fortunately have a cable, should I need it.

USB cables in general are changing because of the technology. You used to be able to buy them with standard male connectors on both ends - now those are hard to find. USB cables for printers are different, and then USB cables for iPads and Kindles and such are different still.
Posted by FoDaddy19 on 2012-07-09:
honestly I haven't seen a printer come with a usb cable in probably close to decade. This isn't just limited to HP.
Posted by Starlord on 2012-07-11:
I inquired about why printer cables were not included with printers when I had to purchase one. The answer I got seemed to make sense. I was told that different computers and printers had different architecture, and the printer maker had no idea what computer you would be hooking it up to. Rather than package every possible cable in the box with the printer, they chose not to include any cable. Oh, and any cable is way more than 39 cents.
Posted by Swat on 2012-09-26:
I will never buy an HP again. Not because of the cable issue, but because of the annoying pop-up that appears telling me an update is available, asks me if I want to download it, then gives no way to say yes or no, and the pop-up doesn't go away untill you reboot! How stupid are they??? I will buy from a competitor just because HP people are stupid. I hope one of them reads this: If you work there, you are an idiot through association! If you don't want to be an idiot, do something about this!!!!!
Posted by Bill in Denver on 2013-09-02:
I agree. What a hassle. I am going to make a on going effort to not purchase from HP again.
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Hewlett Packard Digs Its Own Grave Selling Junk
Posted by Taloulala on 06/26/2013
PALO ALTO, CALIFORNIA -- I was given this printer so this isn't so much a complaint as a sigh of relief. Also, even though it is quite evident that HP couldn't give a rat's bum about customer satisfaction I'd like to let them know how satisfying it was to smash their piece of junk into a pile of pieces and leave the HP logo to rot where it belongs in the local landfill. If you're reading this because you're considering buying a HP printer, in my experience the printer worked okay until the first ink cartridge was empty and never printed another page. Once the cartridge was replaced the indicator read that the cartridge was damaged.

Of course, their customer service forums are not currently operating. That's when I looked to see if anyone else had the same problem. It seems that HP makes bogus printers to boost their ink sales. Bunch of jokers. No matter - compared to the other complaints I've read I got off easy. Never again Hewlett Packard.
     
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Posted by Old Timer on 2013-06-26:
HP and DELL Hell. Once proud names in the USA for computers and printers. Now like everyplace else, they sell Chinese made crap and use outsourced Indian CSR's. Sad state of affairs we got ourselves into.
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Hewlett-Packard Tech Support worthless
Posted by Chuckeroo on 01/16/2013
SOUTHLAKE, TEXAS -- Several months ago HP Tech support was called, because our printing was of poor quality, and varied greatly. Tech support phone number 1-800-474-6836 was called and the "technician" quickly told me that my printer was out-of-date, had a part deep inside that couldn't be repaired, and our printer would have to be replaced. Offered me a new printer at a "very good discount" and seemed disappointed and reluctant when I decided to confer with my spouse before making a purchase. A friend visited later, we replaced the ink cartridge and the printer has been working well ever since!

Today I attempted to "scan" a document which I needed to email quickly, and the printer window said the USB was not connected. Since we had been printing computer documents with no problems, we called the above phone number for Tech service again, and this man (maybe the same one) said the same thing, almost word for word. My printer was out of date, couldn't work with my computer, and he could sell me another one. No help at all to find out why my printer and computer have been working together just fine, but nevertheless when asked to scan, the printer reports that they are not connected.

Finding a phone number for Hewlett-Packard online, I called, explained my problem to a pleasant young woman, and she apologized for the situation, said she couldn't help me but would connect me with a tech support managerial level, and that I should inform them why she went directly to them. The "manager" seemed not to understand my plea for a tech support person that would not try to sell me a new printer, but help to solve the problem. She said she had no control of whom I would be connected with, and I might need a new printer! The conversation went downhill from there. Needless to say, we don't plan to buy another Hewlett Packard product!
     
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Posted by DebtorBasher on 2013-01-16:
I agree with you Chuckeroo. I called them at one time to get the disk that I needed to reinstall. This is the disk that USED to be included with the purchase of the computer, but then later were already installed without a copy of the disk. Right away, I was told HP didn't have those disk available anymore and there were none for them to order for me. He told me my computer was outdated and I he would be more than happy to sell me one over the phone. (My computer was just over a year old). I told him I do not purchase computers over the phone, unseen. He gave me the website to look it over. I told him I was not going to buy a new computer, when all I needed was the disk. I spoke with two other reps that told me the same thing...or maybe it was the same guy, I don't know.

Anyway, I went on the Internet and found a company that sold these exact disks...originals...that I needed...it only cost me about $30.00, I installed it and my computer was as good as the day I bought it...I've had it now for 4 years...
Posted by GenuineNerd on 2013-01-17:
I know that HP and other printer companies used to offer drivers for their printers online. I received three secondhand printers over the years (an HP, a Canon, and an Epson), and was able to download the drivers from their websites. Whether they still offer downloading of drivers for their older printers I don't know offhand, but some drivers may work only with Windows XP and older machines, and may not work with Vista, 7, or 8. That's what HP meant by an "out of date" printer, if you tried using an older printer on a newer PC. I had to get rid of a scanner I had for years because the company (Artec) is no longer in the scanner business, and no drivers were available online for a Windows 7 machine...the disc that came with the scanner only worked with 95, 98, 2000, ME, and XP.
Posted by At Your Service on 2013-01-17:
Even though you may have been unhappy with their technical support, I think they produce some great products, including that of their printers. I've had a giant amount of background in technology and their inkjets are the only ones I use.
Posted by leet60 on 2013-01-17:
Situations such as this are why I was sorry to see Kodak stop making printers. My Kodak AIO printer had issues twice, both times out of warranty. The company was happy to send me a new print head, free of charge, overnighted each time. I received a call each time on the delivery day (obviously they were tracking the delivery) and was pleasantly walked through installation of the print head. The ink for this printer was also very economical. Sad to see a company with good customer service to stop manufacturing the merchandise.
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Office jet all in one
Posted by Visionone on 06/25/2012
PALO ALTO, CALIFORNIA -- I have a 4500 all in one office jet and the ink cartridge goes empty in no time. # 901 black bought 5/8/2012 may have made 10 copies went on 2 week vacation had may be 9 faxes come in, was working for may be 3 more copies and than blank. It appears that I might have gotten an old or half empty cartridge.
The 1. Customer Serv. Person told me that my nothing is wrong with the ink but that my HP copier has to be replaced as it uses to much ink. He referred me to an other # 1 800474 6836 here I spoke to James today and he made me push all kinds of buttons to clean it but no ink came out and told me some one must have used the printer while I was on vacation. I am the only person in the office and the only one with a key. Than he told me to up grade my copier which I will not do as it is barely 1 year old well that is old he said and than he said I should buy an other black ink cartridge. Very unhelpful. The color was working fine all this time. I use HP for the last 15 years plus at home and in the office but this is my last printer no more to many cartridges and the scan function never worked either I even called in about it but no realy helps.
     
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Posted by Alain on 2012-06-25:
HP has experienced some problems with the quality of their equipment and service in recent years. Your review is appreciated. It may be that their management problems are effecting their products and service.
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HP Office jet 6310 ink cartridge errors
Posted by Johnrwilliams on 06/20/2012
We have been having an ink cartridge problem soon after we bought the above HP printer.

Put in a NEW cartridge, print a FEW pages, get a "cartridge needs to be replaced" message.
     
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Posted by danie1442 on 2012-06-20:
Is the cartridge actually empty or are you just getting the message? I do not have a HP but I got that message at least 50 or so sheets ago. I still haven't replaced my cartridge yet either. It still has ink even though it's saying it's low. I'm going to use it until it is out!
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Lame customer service for missing part
Posted by Utznich82 on 11/29/2011
USA, COLORADO -- I purchased a printer and the box was missing the USB cable. I went online to find a customer service phone number or live chat and there was neither. The only numbers HP publishes is numbers for purchasing products. I called one of these and was transferred to the warranty department who promptly told me I would have to purchase the part even though they forgot to include the part in the box. So, two strikes against HP--one big one for not having a customer service number and another for being sleezy and putting their mistake on me, saying I needed to, once again, purchase something from them--something I had already purchased in the first place.
     
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Posted by MRM on 2011-11-29:
Are you certain that your printer model should come with USB cable as most printer do not. Look in the manaul to see whats included in the content.
Posted by MRM on 2011-11-29:
As I read the online manual, theres no USB cable included with the printer.
http://www.shopping.hp.com/shopping/pdf/cb745a.pdf
Posted by At Your Service on 2011-11-30:
The USB cable is not included with this printer. It's why you had to purchase it separately.
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HP OfficeJet Pro 8500A All-In-One Printer Issues
Posted by Tigersrk94 on 11/19/2011
I purchased a HP OfficeJet Pro 8500A All-In-One Printer on March 12, 2011. The deal at the time is they would give you $50 for your old printer if you purchase a new HP printer like the one that I bought. The initial price at the time was on sale for $179.98 minus the $50 they gave you for the trade to bring the price down to $129.98. Seemed like a great deal…. NOT.

Since I purchased this item I have had nothing but problems. The major issue is that it goes into sleep mode and it will not wake up unless you unplug the power from it and plug it back in. It is a wireless printer on a network and I can’t be unplugging and replugging it in all the time to get it going. Once you do that it also takes several minutes while it goes through a system test mode. In addition the fax system would not work properly and it would try to send in a page that was not there and then the fax would fail because it thought there was a paper jam when there wasn’t. Even when you scan it wants to send in a page that you do not have, which causes and extra blank page to come up on your screen.

I contacted their customer service center and they had me download software but it did not correct the problem. On 4/14/2011 I emailed their CEO, and gave them all the issues I had with my printer. They then put me in contact with John D a service representative John D. had me download new firmware that seemed to correct the fax issue but not the other issues. They then informed me that there is a firmware issue with some of these machines but it has not been resolved. He said he will send me a refurbished machine to replace my new machine. I was not happy about this. Regardless, I did the exchange and spent more of my valuable time getting this machine set up.

Again I had the same exact issues as the old printer. I contacted John D, HP customer service and he had me push buttons on the screens to get it to open up to a special screen that consumers can’t get to unless they know the secret sequence, to reset some parameters. No matter what I did, my machine would not go to those screens. Therefore, John said they had no choice but to buy back my printer. On 5/26/2011 I faxed them a copy of my receipt so that they could refund my $179.98 + $7.80 tax for a total of $187.78.

On 6/5/2011 I send John D. the customer service representative I was dealing with and letter asking what they are going to do since I never heard back. On 6/8/2011, I wrote to their CEO again and wanted to know about my issue with Case #7501925397. They called me and left a message to call them at 1-800-756-0708 option 7 and assigned me a Case #8049441207. I contacted them and they put me back with John D. John informed me he would only pay me $129.98 and not the $50 for the Printer they bought and recycled, because he said my printer is being treated like a coupon. Staple’s sends them back to HP. Therefore, I feel I am not getting a good deal. If they buy back the printer they will only send me back $129.98 of my money and now I am out my old printer which I can’t get back. It is like trading in your old car for a new car that turns out to be a lemon, and then the company buys back your lemon car but they don’t pay you for your trade. They are treating my old printer like a coupon and it is not. How would you like it if your trade in was treated like a coupon?

After talking with John D, he said he wants to send me a $75 gift card for their HP store in exchange for my Printer. Sounds like a good deal but the same printer is now $199.99. Therefore, if I use the $122.98 plus the $75.00 can only buy the same printer which has firmware problems or a less expensive printer which doesn’t have the same options that I want. To be truthful, I don’t want another HP printer ever again. If I repurchase the same printer and it doesn’t work they will only give me a gift card for HP. I am now stuck with HP for a long time dealing with their issues.

All I am asking is for my $187.78 which includes tax, which is what I paid for it. I really would like a class action lawsuit filed against HP because they should not be selling Printers in PA or the USA that have defective firmware. I am not talking software, I am talking firmware. This is so unfair to consumers and a total rip off. Trading in old equipment is not a good deal in this instance. I could have sold it at a flea market and made some money on it.
     
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Posted by bcd on 2011-11-19:
Accept their generous offer and use it to buy another model HP printer. Their printers are reliable even though you acquired a defective one.
Posted by trmn8r on 2011-11-19:
I disagree that this is a "generous" offer, but it is an offer.

Is there a slightly more expensive HP printer you could buy?

I don't think HP is going to give you $50 for your old printer, and the rationale they gave you makes sense to me. Your argument that they shouldn't be selling defective printers makes sense too, so it is kind of a wash. Your old printer likely wasn't worth $50. Your only recourse is to sue them, and that would likely be difficult.

I understand the problem, and would not like to be in your situation. Good luck.
Posted by At Your Service on 2011-11-20:
I was thinking the same thing trmn8r. My thinking is that if their printer, which you purchased as advertised, isn't able to work as advertised because of their firmware issues, they should be willing to upgrade you free of charge -- regardless of the cost.
Posted by bcd on 2011-11-20:
Well OK, I consider offering $205 cash and credit (plus eight months limited use of a printer) to replace a $188 purchase to be a somewhat generous offer.
Posted by ok4now on 2011-11-20:
The two biggest purchasing mistakes I have made is buying Dell and HP. I could elaborate and bore you with numerous product/customer service horror stories. Read the reviews on this site. Suffice to say they are both problems and you should stay away.

I've also tried numerous printers. The best that I have found is Cannon. Presently using the Pixma MG6120 and love it. The text and photo quality is better than anything else that I have ever used. To achieve this Cannon uses 6 ink cartridges which can be expensive to replace if you are a high volume user. I can go 6 months before I need replacement. Amazon offers the best price for original factory ink.. about $63.00, free delivery and no tax. Check it out.
Posted by Lew on 2013-08-13:
I have gone through the same BS and was finally offered a great 188 dollar deal on a HP 8600 printer IF I sent them back my 8500A POS so they could analyze it. I am a BSEE and this is just total ripoff. It is a firmware problem and they will not deal with it. More than likely, a firmware update scrogged the machine and it dozes off. HP Invent, in Colorado Springs is where this crap is designed. It is made in China. HP is garbage and everyone at Agilent is laughing at them.
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Really bad product from company I trusted for years
Posted by Banastre_t9 on 06/11/2011
I have been on computer Three hours trying to talk to anybody. The block every approach. I was trying to print something very important, and the printer just stopped I opened door to printer cartridge and the printer ejected it hitting my wrist. Printer tells me on its screen that this was not an HP cartridge it was not printing anything. I did have a HP printer before this one it used refill cartridges. Has the world gotten so greedy that a printer that had been printing with this cartridge before it attacked me.

I called HP all I got was no help could not understand each other. I spent two more hours one line, even was told they would tell which other cartridges were acceptable and was told site unavailable. Believe me I tried five of the tips to help none worked.
     
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Posted by trmn8r on 2011-06-11:
I had trouble understanding your complaint, but it sounds like the issue may be that you are using refilled cartridges in the printer.

The printer world HAS become quite greedy, or at least competitive. I think the concept is sell a printer dirt cheap at close to break even, and count on making your profit when the owner returns to buy expensive ink cartridges.

The generic or refilled cartridges you are using may be detected by the insidious firmware as not being OEM.
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You're crazy if you buy from HP
Posted by Small45 on 05/15/2011
PALO ALTO, CALIFORNIA -- HP turned a simple problem into a nightmare. An $88 printer was DOA. I had to spend over 4 hours talking to Customer Service. They did not return calls as promised. Had to call them again & again. C. S. promised to take care of authorizing a return, but never did. I finally found the web address of their return center & spent over 30 minutes "chatting". They refused to take the return because it was over the 21 day period they allow. Only it wasn't if you count the notification time as the week I spent talking to customer service. Then I called a number the chat person gave me & spent another 45 minutes on the phone before they told me they could not take the return because it was over the 21 day period they allow. Then I waited another 20 minutes before a supervisor came on the line, and finally authorized the return.

Anybody who buys from HP should have their head examined. HP, and American Corporations in general, have given new meaning to the Reagan slogan "just say no". Their customer service is like bing lost in hell. They keep thanking you over & over, never stay on point, and basically just try to get you to give up. I think it's dishonesty at it's worse. The simple answer is "It arrive broke? We'll take care of it."
     
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Posted by Alain on 2011-05-17:
We switched from a HP printer (which performed poorly for about 6 months before we gave up on it) about 3 years ago to a Canon PIXMA series.
Posted by MRM on 2011-05-17:
Alain, I, too, have a Canon PIXMA, model 495MP, with wi-fi and its costs me only $50 at Office Depot. I love it!
Posted by Alain on 2011-05-17:
Our MP470 has been a reliable printer for us, MRM!
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