[X]

Hewlett-Packard Company Other Printers

Star Empty star Empty star Empty star Empty star
1.2 out of 5, based on 5 ratings and
55 reviews & complaints.

Most Popular | Newest | More Options >
More filter options:
HP OfficeJet Pro 8500A All-In-One Printer Issues
Posted by on
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.
     
Read 6 RepliesAdd reply

User Replies:

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.
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.
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.
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.
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.
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.
Close commentsAdd reply
StarStarEmpty StarEmpty StarEmpty Star
Hewlett-Packard Tech Support worthless
Posted by on
Rating: 2/51
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!
     
Read 4 RepliesAdd reply

User Replies:

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...
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.
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.
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.
Close commentsAdd reply
Is there a lemon law for printers?
Posted by on
MCHENRY, ILLINOIS -- I purchased a Designjet 130 from Hewlett Packard in mid 2005.

A LEMON!

Before purchasing the printer, I did some research with Hewlett Packard themselves and with one of their dealers, IT Supplies in Rolling Meadows, IL, my HP ink and paper supplier.

Their printer had been recommended by an article about Joel Meyerowitz, a world famous photographer with Life magazine who had been using the printer and loving it, he does black and white photography.

My own prerequisites were that the black ink had to be pigment because of the needs of my process and that the printer print in black mode only for good black and white prints which are the mainstay of my work.

If you need my reasons for needing pigmented black ink, half of my work consists of printing black and white photographs on watercolor paper and then painting them with watercolors, dye inks bleed when I apply paint to the paper, pigmented inks do not.

HP assured me that both needs would be met by this printer, it used pigmented black ink and printed black only.

Because it is an expensive printer, and before spending $ 1,299.99, I asked IT Supplies, if they would make a black and white sample print for me comparing the DJ 130 to the Epson 7600 with a file that I would provide to them to make sure of the comparative qualities of the printers before making my purchase.

The prints they made from both the Epson and the HP were superb black and white prints, perfectly neutral, sharp and detailed.

That helped me decide to choose the HP Designjet 130 Printer, it obviously was capable of the black and white quality I needed.

The printer was delivered and from the start, I was unable to print a neutral black and white print, it was both green and magenta which is an impossible combination to correct for.

Green is the complement of Magenta, which means that if you color correct for green, the entire print goes magenta and if you color correct for magenta, it goes green, an impossible situation to correct and one that ALL of HPs tech support people seem to ignore. Roughly translated: it prints Green in the 25% to 50% gray area, and Magenta in the 50% to 80% gray or black range.

Upon calling and speaking to a Hewlett Packard tech support person, I was told that my information about the Designjet 130 was incorrect, it did NOT use pigmented black ink, all it’s inks are dye based, and it does NOT print black only, but prints cyan and magenta under the black to supposedly make it richer.

Information which is in total opposition to what I was told pre-sale
So, I asked HP to replace the printer with a suitable model, they refused and told me that it could achieve neutral blacks by "tweaking".

This person also told me that if my test print had been good and if “this guy Meyerowitz” was satisfied with the printer, it could be made to give me what I wanted! (?)

Having no choice, I then tried to follow HP tech support's suggestions, to no avail, the printer prints magenta in the dark gray leading to black and prints greenish in the lighter gray.

I’ve updated the driver several times and on my last phone call, I asked that they find me someone who knows the machine and can tell me how to fix it before I pay an additional $39.00 a week for nothing, still waiting.

Subsequent calls to HP resulted in a long series of attempts to make it work, the tech support people kept insisting that since the diagnostics were normal, there must be a bad ink cartridge or a bad printhead.

Since the diagnostic pages were indeed in the normal mode, I had no recourse other than to go along with them assuming all along that I must be doing something wrong, even though I had had no problem printing good black and white prints with my old Epson 2200 printer.

We started replacing the cartridges and print heads one by one, testing them, only to find that it did not solve the issue, by the time I had replaced and tested all 7 inks and heads, about 6 months had elapsed.

I was then hospitalized for 6 weeks, had surgery at Mayo which put me out of commission for about 4 1/2 months and effectively shortened my warranty and sure enough, when I resumed my work, the warranty had expired.

Now, HP wants me to pay for continued support to the tune of $ 39.00 a week without the assurance that this issue will ever be resolved, not only can I not afford this, they are continuing to affect my productivity and costing me money in that manner.
I continued trying to use the printer to do my black and white work, now the diagnostics were telling me that various printheads were either "non genuine" (which is impossible since they are HP and as far as I know, only HP makes them), and occasionally faulty.

I updated the driver again.
I HAVE NOW REPLACED PRINTHEADS AT LEAST 12 TIMES – THESE PRINTHEADS COST ME $ 32.99 EACH, PLUS $8.00 SHIPPING OR $40.99 EACH, WHICH HAS MEANT OVER $490.00 SINCE THE PRINTER WAS DELIVERED, ALL FOR NOTHING SINCE THEY DID NOT FIX THE PROBLEM AND THE OLD PRINTHEADS WERE ALL WITHIN WARRANTY AND WITHIN CONSUMABLES LIMITS. I STILL CANNOT PRINT BLACK AND WHITE PROPERLY AND NOW, HP WANTS TO CHARGE ME $39.00 A WEEK FOR ADDITIONAL TECH SUPPORT AND REFUSES TO ASSURE ME THAT THEY CAN MAKE THE PRINTER WORK.

One HP person told me to take it to a repair service station, which would cost me $75.00 just to have them look at it.

I called them anyway to ask if they had any ideas as to what my problem might be, over the phone, they said NO, of course, but did admit that they really could no nothing other than replace parts if the diagnostics said there was no problem, which, frankly, is understandable.

They did say they could rebuild it at a cost of over $350.00, which is ridiculous if they don't know what and why they are rebuilding.

Now, there is a new twist to this, with the warranty being over, it seems that HP has no records of all my phone calls, the only record they admit to is a call in December 2006, which was for a different issue and my calls to them last week.

I think this is a shallow ploy to avoid giving me satisfaction, I'm not sure what the solution is, but the entire transaction now seems a bit fishy to me, since I was assured of one thing presale and received another and they can't admit it or they would have to make good on it?

I HAVE WASTED MORE THAN ENOUGH TIME AND MONEY.

THIS MACHINE WAS NEVER CAPABLE OF GIVING ME WHAT I ASKED FOR, IT WAS SOLD TO ME UNDER FALSE PRETENSES THROUGH THE INCOMPETENCE AND GREED OF HEWLETT PACKARD WHICH ALSO PREVENTED THEM FROM REPLACING IT THE FIRST WEEK WITH ANOTHER MODEL WHICH WOULD HAVE SOLVED BOTH MY AND THEIR PROBLEM.

I WANT THIS PRINTER REPLACED WITH ONE THAT DOES WHAT I ASKED HP TO PROVIDE ME WITHIN THE FIRST PLACE, I NEED A PRINTER THAT WILL PRINT BLACK AND WHITE WITHOUT A COLOR TINGE, THAT WILL PRINT BLACK OR ALL THE COLORS WITH PIGMENTED INK, NOT DYES.

THIS THING IS A LEMON.

I spoke to a customer service person again last Thursday, April 19, 2007 and told them that I would not waste any more time doing diagnostics over the phone with them, or wait the interminable time for them to decide who is the right person to speak to.

I told them to find the correct, competent person who knows how this printer works and can fix it for me and to call me back or I would start filing complaints.

This is now Tuesday, April 24, I have heard nothing as expected.



     
Read 9 RepliesAdd reply

User Replies:

dfields on 2007-04-24:
I agree with JayD. why do people keep something that doesn't work or doesn't work like they want it too? I always say, if it doesn't work outta-the-box, exchange it or get a refund!
mditlove on 2007-04-24:
On page 2, right next to where it says "ad by Google"... read:
"I asked HP to replace the printer with a suitable model, they refused".

If you read my post carefully, you'll find each of your comments addressed.
dfields on 2007-04-25:
if the request you made was within the time frame, how can they legally deny you another model? I think what happened, you requested a suitable model; other than what you purchased. you still should have sent it back for a FULL refund.
mditlove on 2007-04-26:
Thank you for your concern, I ASSUME that you think you're being helful?

How do you return a $1300.00 printer that weighs 200 pounds to HP and get a refund without their cooperation and if they ar refusing?

Asking for an exchange is usually more palatable to a supplier and they still refused in this case, even though they are the ones who had made the mistakes in advising me during pre-sale as to what model I should buy.

You people are interesting in knowing what happened better than I do, as I said, I think I appreciate the sentiment, but what purpose is there in telling anyone what they should have done 1 year ago, it does not fix the issue.

This is why I posted here, why I filed with the BBB and Concumer's complaint and others etc.

Mistakes can be made, they are made all the time, but most honorable people admit to them and rectify them to everyone's satisfaction.

HP refuses on both counts.

Thank you for your ( )?

Michel
dfields on 2007-05-01:
I still say, its your own fault for having kept this printer for over a year. why wouldn't HP think, after all this time, you just want a new printer. you're upset because you didn't return the printer in a timely manner and allowed yourself to be jerked around. almost ALL companies are doing this nowadays. who are we supposed to buy from?
mditlove on 2007-05-02:
With all due and undue respect, dfields, what is your problem?

I did not ask for commentary on my actions, but simply reporting an issue with a product and a company in the hope that someone might benefit and even better, have had a similar experience and offer a solution, which is what I've been asking HP for that year that seems to bother you so much.

Tell me, how do you return a $1300.00 product to a manufacturer without an RMA and their agreement or did you expect me to take the financial loss?

What HP or what you think is irrelevant, the facts speak for themselves and somewhere, whether HP wants to admit it or not, somewhere there should be a record of my actions and attempts at actions as I reported in my first post, HP says they are lost, but that's too convenient to avoid a piece of stupidity on their part.

I've dealt with HP and Dell and Gateway and the like before and it's amazing how much information they keep about their customers and for how long.

Michel



tone on 2007-05-21:
I purchased a much less expensive printer (Desk Jet 6540) and returned the first faulty one, the 2nd, the 3rd and tried to return 4th today and was refused because warranty expired and I hadn't purchased extension (which was never offered in tech contacts). They replaced my new one with refurbished models...one dated in 2004! All had same carriage problem which surfaced after printing between 20 - 100 copies. I spent most of the warranty year without a printer in service and collectively they never printed even 200 pages! Each return was extremely time consuming. This printer was supposed to be for small business use and was not one of the cheapest ones! I am apalled at what a rip off this printer was. HP used to be good on service....NO MORE. I will not buy an HP product again and would not recommend them to anyone. Quite the contrary.
tone on 2007-05-21:
md you are correct....you cannot return confidently without their cooperation. With each return (4) I had to go through lengthy contacts, fax them paperwork that should have been unnecessary, and wait for their return paperwork before returning printer. And I had to give them my credit card # each time, just in case I didn't return the worthless piece of trash printer in time they could charge me for the also worthless replacement! One time I took a vacation day from work to accomplish this!
trumania on 2007-07-26:
*Cough* it only weighs 48.5 pounds. But I suppose you were just exaggerating with the 120lbs figure.

I would have contacted the very first person you talked to... IT Supplies? The people who made the test print page for you?

Perhaps it was them who gave you the wrong information?

Regardless of what you should have done... HP will not replace a printer that is over a year old. No company will. Target is even requiring receipts for exchanges and if you don't have the receipt you can only make 2 exchanges a year.

Companies are saying "NO" to fraud and customer abuse. Sorry, you got caught in the middle, but in all reality you're at fault for letting it go so long.
Close commentsAdd reply
Lousy Ink Cartridges, Poor Customer Service
Posted by on
I've owned this HP printer for almost a year now, and have changed ink cartridges about five times. I have never had an ink cartridge print as many copies as the package claims it will print, but the last cartridge I purchased takes the cake. The package promised to print 200 pages. Well, I managed to print two documents totaling a whopping 26 pages before the ink cartridge ran dry.

I contacted HP by email to request either a refund of my purchase price (14.99 + tax), or a replacement cartridge. This is the initial reply I received:

----------------------------
Dear *****,

Thank you for contacting HP Total Care and its a great pleasure for me to assist you.

This is ******* R from HP All-in-One Technical Support Team. This reply is regards to your mail about HP OfficeJet J4680 All-in-one .

I truly regret for the inconvenience I caused. I realize from your issue that you experience less page yield from your all-in-one when using HP cartirdges.

Additionally, I see that you need a replacement of the Cartridge for free of cost. *****, though, I cannot promise you the replacement at this moment, let us check the page count of the Cartridge used by you and proceed further. However, I assure you my complete support.

I am giving the average page yield of the cartridges.

NOTE : Page Yield is the average number of pages that an HP Cartridge should print. Please make sure that you are not using Refilled or Remanufactured cartridges.

http://h10060.www1.hp.com/pageyield/us/en/

Note: Printouts should be normal text documents.

Please compare the page count of the HP Cartridge used by you with the Average Page Yield. If there is lot of difference we can move to further.

To know the Page Count of the HP cartridge, please print an Extended Self-test page by performing the steps that appear below.

Extended self test:
------------------

Press Setup menu on the All-in-One then scroll using the arrow key and select Print Report then select extended Self Test Report.

An extended self-test report prints.

Now, let me know the Page count printed in the Extended Self-test page.

*****, in future, to increase the productivity of your Cartridges, please follow the below steps:

Steps to increase productivity:
-----------------------------

click on solution center
click on settings
click on print settings
click on printer settings
click on paper/quality
In paper quality option select fast draft.

*****, please get back to us if there is lot of difference between page yield and page count.

We are always available round the clock to assist you technically regarding the problems you may experience with All-in-One units.

It is our responsibility to serve our esteemed customer's like you in the best possible way. We appreciate your support and cooperation.

I wish to take this opportunity to thank you for being one of our most valued customers.

Have a great day.

Sincerely,

******* R
HP Total Care
--------------------------------
Well, first off--I already knew the "yield" of this cartridge--it was printed on the packaging material. I did not need someone to send me an internet link so I could read the same damn thing again.

Secondly, I can't run a "self-test report" without a tri-color cartridge installed along with the defective black cartridge. And believe me, I'm in no mood to run out and purchase one after my experience with their cartridges up to this point.

I will NEVER buy another HP product as long as I live. I don't have money to just flush down the drain like this.



     
Read 5 RepliesAdd reply

User Replies:

Ytropious on 2010-03-30:
I know what you mean, it's not that the cart is dry, but the printer says no dice and won't let you print. My mom's HP won't let us print even though there's still ink in there. It's like a freaking ink nazi or something. At least our Epson warns us that we're low, but still lets us print.
Anonymous on 2010-03-30:
What are the setting for your printer? You should go into your print preferences and see if you have it set for super duper quality or just regular. Also, if you print a lot of pages in color you use more ink than normal. If you print a lot of bold it will use more ink.

The number of printed pages on the package have a little * beside them. That means that the number is average and not necessarily accurate depending on your printing type and what you are printing. It also means that the number represents text not photo.
DisgruntledOne on 2010-04-01:
I always use the economy print setting because almost everything I print is for file copies. I also only print black and white documents. This cartridge was clearly defective, and you wouldn't believe the run-around I've been given by HP over getting a simple refund for this purchase. Last night, I traded NINE emails with a service rep, who repeatedly asked the same questions over and over, telling me they couldn't help me unless I answered their questions. I would reply, giving them everything they asked for (serial numbers, lot numbers, purchase date, etc) but the rep acted as if I wasn't cooperating with what they asked for. I finally became completely disgusted and wrote an email to the CEO through their website. This morning, I received a call from some representative who apologized, asked me how many copies I got from the cartridge again, and then told me he would forward this information to their "cartridge division." Someone from the cartridge division is supposed to call me back. All this for a refund for a $15 cartridge? HP has definitely lost a customer for life.
Anonymous on 2010-04-01:
Did you buy the cartridges from HP or a retail store?
Anonymous on 2010-04-01:
From the looks of the poor English grammar in the HP letter it seems you ended up with Rahahagish in India again. If it's not in his book of pre-printed answers you're toast, poor Rahahagish can't think or do anything for himself, he is an Indian mute idiot. Don't you just love outsourcing?
Close commentsAdd reply
In Case Of Problems - Hp Won't Be There!
Posted by on
I just purchased an Officejet 8500 PRO All in One Printer, and warn anyone considering a similar purchase to think long and hard. I have always used HP printers, and in fact have two others right now - and never really had an issue. But that is the point. I never really had an issue. Until now that is. I can tell you that if you have an issue - you are on your own!

I installed this new printer Sunday, and all seemed fine. Then I received a message that an update to the software was available and that I should download it to solve a number of known issues with my version. I did this, and all of a sudden the Solution Center software that controls all the features of the printer would not work. I immediately called Tech Support, and for the next 6 hours had two different techs taking over my computer to solve the problem. The techs uninstalled and reinstalled the printer and software, went into the register to fix issues, and I don't really know what else. In the end they could not fix it - and to add insult to injury - my networked Laserjet 3600 was no longer networked and could not be accessed. So with their fine help, I was down two printers. They said they would escalate the case to higher level tech who would call me within 48 hours.

I waited two days, and after not receiving a call I again called tech support to check on my status, and was told the request for a higher level tech was again made and that I should expect a call either that day or the next.

When I did not receive a call back, I called Corporate Headquarters for help. In my experience, headquarter people are generally more consumer friendly and want to do what they can to assist their consumers - but NOT HP!

I spoke with a Support person in the executive office, who did immediately connect me with a Case Manager from the Mexico Call Center. After reading my file, he told me that the Solution Center Software that runs the printer is a "bonus feature" shipped with the product - and HP did not support it. The fact that there is an issue with the Register is not their fault because I granted them permission to get into my system and work on it. So this is my fault. The fact that after their techs finished monkeying with my Register and now my networked Laserjet no longer worked would necessitate my calling back tech support to have this out of warranty printer trouble shot - at my expense - because they have no responsibility there. Hugo refused to even attempt to do anything for me, just advising me to call DELL (my computer is a Dell thank God) and have them assist me with a full system restore -after which I could try and reinstall the printer and hopefully not start the process all over again. When I was less than pleased with this solution, I was told he was closing my case and hung up on me.

So HP's customer service has me overpaying for an HP Printer because of the name, Paying Dell to repair what they messed up, and then paying HP to get my Laserjet up and running - all the while praying that this will all work! What service!

I did not give up yet, however. After all, this is a really large American Company. I called back the Corporate office and spoke to the Customer Service person I spoke with originally. Her first suggestion was that I replace my computer with a new one - preferably an HP (yea, right -in your dreams). She then said she would have another Case Manager call me back - and I said fine.

Guess what. My Good Buddy from yesterday called me back - and asked me if I had called DELL yet! He smugly advised that he was my case manager and I could speak with no one else. He kept saying that if I "would not work with him" there was nothing he could do. By that he meant paying Dell and then paying HP to fix the problems they caused. I was still not satisfied, much to my case managers surprise, and asked if he could at least see if there was simple problem in the Network setup of my Laserjet that he could spot. He refused. I asked if he would assist me in removing all traces of the Printer and software from my system - and he refused. I asked to speak with a supervisor, and he said "supervisor's don't take calls" - and refused. He just continued to admonish me for refusing to work with him - said he was closing my case - and hung up on me.

So remember - if you purchase an HP peripheral, you jeopardize your entire system and should anything go wrong - you are on your own. BUYER BEWARE!!!!!!!!!!!!!!!
     
Read 0 RepliesAdd reply
Horrible Horrible Customer Service
Posted by on
PALO ALTO, CALIFORNIA -- I am a newbie to this printer and about a week ago I put my SD card from my camera in the front of the printer. It was the first time I had done that and on the computer popped up all the pictures, I was able to choose the ones I wanted to save and then email. Yesterday HP said they had some necessary updates for my printer so I updated. Today I tried putting my SD Card in and nothing popped up on the computer as last time so I called HP to find out what I had done wrong or if those updates had changed something.
First I had to stay on hold for about 10 minutes then I was connected to someone I guess in India I couldn't even understand him his accent was so thick, I asked to be connected to someone in the US. He transferred me to someone with an equally thick accent in the Philippines so again I asked to be transferred to the US, she transferred me to someone else in India. Still I was unable to understand them but after about 15 minutes I got it that they were telling me to hang up and call again and that I would be given an option to push to get someone in the US, totally untrue but I tried again.
It has now been over an hour and I still hadn't found anyone that had any technical ability to answer my question that I could even understand.
So I tried again to make this call and got another woman in India in Calcutta that I could barely understand but I realized that I was never going to be able to speak to someone in the United States although that was where I bought my printer, so I tried to ask this woman Suzy my question. She was unable to help me until I gave her my phone number, email address, name first & last, type of printer, serial number and various other information that had no bearing on my question. She kept saying without your number I can't help you. What does my phone number have to do with this question???? I gave her the type of printer and then called in my neighbors yard men to help me move all this furniture to get to the backside of the printer for the serial number.
We couldn't find any number on the back of the machine that started with the letters she required so she told me how to print out a self test diagnostic page. Why did she wasted all my time with moving all the furniture, she knew it was very hard for me to get to the back of the printer I told her.
Even after all that it has now been over one and a half hours she put me on hold again for 10 minutes and did Lord knows what. She comes back on the line and I again ask her how to get the pictures to show up on the computer screen. She again asks me for an email address which I refuse to give her because I don't ever want to hear from her or this company or get there spam. so she says I will be unable to help you without an email address.
I refuse and again she puts me on hold. After holding for another ten minutes she comes back and says that there must be something wrong with the hard drive on my printer and to put something on the glass and print it. What that has to do with anything I don't know but I am a newbie so I do that and it prints correctly. Then she says to put the SD Card back in my camera to see if it is working.
Too make an end to this horrible experience I asked if she had any idea what I needed and if she was going to be able to answer my question. Nothing just total silence again. All in all every time I asked a question I got total silence from her and still after 2 hours I didn't have an answer to my question.
I called a friend and in 2 minutes she had answered my question. I could kick myself in the bottom for not just waiting till my friend got to work and calling her but I never dreamed I would get such terrible service from HP.
I suggest that no one ever buy equipment from them unless you have a friend that can help when you get into trouble. I know I will never buy another HP product
     
Read 2 RepliesAdd reply

User Replies:

MSCANTBEWRONG on 2009-08-31:
HP quality has been going down steadily over the past couple of years.
anniea24 on 2009-08-31:
I know you never can get help from the Indian phone people. Since Circuit City closed, I only will make computer purchases at Costco. They have a 3 month return policy. My motherboard went out in about a year. Since all Costco warrantys are for 2 years, you call their concierge, who does a 3 way call with the American HP Service Center. They sent me a box from FEDex, with return amount free, and it came back working three weeks later. Now I hope if this new motherboard is going to brake, it will fail before the 2 years is up.
Close commentsAdd reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
Hewlett Packard Digs Its Own Grave Selling Junk
Posted by on
Rating: 1/51
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.
     
Read 1 RepliesAdd reply

User Replies:

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.
Close commentsAdd reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
No USB Cable
Posted by on
Rating: 1/51
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.
     
Read 9 RepliesAdd reply

User Replies:

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
jktshff1 on 2012-07-09:
Very good link Sparticus.
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.
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.
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 set up 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.
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.
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.
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 until 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!!!!!
Bill in Denver on 2013-09-02:
I agree. What a hassle. I am going to make a ongoing effort to not purchase from HP again.
Close commentsAdd reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
Office jet all in one
Posted by on
Rating: 1/51
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 another # 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 someone 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 another 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 really helps.
     
Read 1 RepliesAdd reply

User Replies:

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.
Close commentsAdd reply
Lame customer service for missing part
Posted by on
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 sleazy 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.
     
Read 3 RepliesAdd reply

User Replies:

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 what's included in the content.
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
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.
Close commentsAdd reply
Top of Page | Next Page >