Hewlet-Packard Complaint - Nonexistent Tech Support
A little over a month ago I purchased an hp all in one printer/fax. It will not allow me to change the default setting. I do the steps and choose the "save new default settings" and it doesn't.
Today I called their support line and was connected to someone who did not speak much English and did not listen to what I was saying. He kept asking the same questions although I had already answered them numerous times. I told him the new default settings would not save. He would say "it will not fax, right?". No, the new default setting will not save. "Did you say you wanted to fax from your computer?" No, the new default settings will not save. This went on for over an hour as he put me on hold for 10 or 15 minutes at a wack while he asked someone else for help. Then he would come back with another question such as "did you want to save your fax to the computer?" No, the new default settings will not save. After demanding to speak with someone else and being put on hold again, he finally said he would have a supervisor call me.
The supervisor spoke worse English then he did, and we went through the same nonsense again. He either did not listen or he did not know anything about the printer he was trying to help me with. In the end, after being on hold again for 10 and 15 minute episodes, he ended by telling me "there is a problem with the software." I said I wanted to schedule a service for the machine as it is under warranty. He said "it is not a repair issue, it is a software issue and there is nothing you can do to fix it." I said I wanted it replaced if it is not going to work properly. He said "it is not an issue they will replace the machine for because it is not a problem since I can fax."
The machine has all of these options you can choose on how you want to fax, but I cannot use them and yet the machine is not defective. I do not understand. I also purchased a three year extended warranty for this machine. What good is the warranty at all, if you cannot get anything done to fix a problem anyway?
I just want to have it work the way it should - it was not cheap and I specifically purchased it because of the features - and I cannot use the features - and it is not defective. This does not compute.
I called the sales department here in the us and they said they would refund the extended warranty, but I was stuck with the printer because it is over the 21 day return time.
All I expect is the printer I purchased with all the options working. If they cannot give me that, I would say they are in default. She finally said they would replace it if it was defective, but that I had to go thru the tech support!!!!! I had just explained all of the above to her and she wanted me to call them again!!!!! I guess she listens as well as the tech support folk in india. She was still unwilling to take the thing back. She is now sending it to level 2 support in the us, but it will take 5 or more days before they will call me.
How can they get away with this?
What can I do to get my money back or at least a machine that works? The extended warranty is worthless if they do not have qualified people to talk to or a place to take it to be repaired? There is nowhere I can take it locally (so they say) and I am stuck with something that is defective. The selling point for the extended warranty was "if anything goes wrong with it that we cannot fix, we will just send you a replacement." Wow, that sold me.
Is there a company that sells printer/faxes that are made in the us, repaired in the us, and have tech support here in the us that speak English? I would gladly pay twice the price for that printer.