Hewlett-Packard Company Complaint - HP refuses to honor warranty, then lies, then sends a defective replacement printer
ALABAMA -- I purchased an HP all-in-one Photosmart C6180 printer in October of 2006. At the time, I had difficulties connecting it to my laptop wirelessly. It was able to print, but not scan. I spent many long hours on the phone with tech support, and finally they told me the problem was with my computer's registry. I ceased to worry about it, because I knew my computer was old and was planning to get a new one anyway.
In September of 2007, I purchased an HP Pavilion laptop. I specifically looked for an HP model because I thought (foolishly) that it would easily connect to the printer and I could avoid my previous troubles. After taking off all the software that comes pre-installed, I attempted to connect to the printer. Again I had the same trouble that it would scan and not print. This time, I knew the problem was with the printer as the laptop was brand new.
I called tech support and told them I either wanted my printer fixed or replaced. They attempted to fix the problems for me. I spent two weeks calling them back trying to get the printer fixed. I was told again and again that a 'case manager' or an 'engineering team member' would give me a call the next day. I never received these calls and was forced to go back to the bottom of the phone tree again. During this ordeal and the many botched attempts at repair, my printer stopped connecting to the computer at all, making the problem worse than before. I was told that the problems I was having were a known issue with this model of printer (Photosmart C6180).
I finally fixed the problem all on my own (no thanks the hp tech support). The computer and the printer worked wonderfully for about two days and then quit for no reason at all. I again called hp tech support, this time to ask for a replacement. The man I spoke to was actually the most knowledgeable and helpful person I had spoken to throughout this whole mess, and he fixed the problem, explained to me what was going wrong, and showed me how to fix it if it ever happens again. I was very pleased to *finally* have a working printer, and was relieved to have found someone at the hp tech support who actually knew what he was talking about.
Little did I know, that was the last day of my warranty. Less than 24 hours later, the printer stops connecting to the computer (again) and the fix I was shown did nothing to resolve the problem. I call hp tech support back, this time convinced that the printer was beyond all hope of repair and asked for a new one. At this time, I was informed that my warranty had expired, and the hp rep tried to sell me a warranty extension or a $35 tech support session. He had some nerve trying to sell me stuff when I had called to complain...
When (two days later) I was finally able to connect to a person with the authority to give me a replacement printer. He refused to do this, instead offering me three options: 1) try to fix it myself using the hp website (which I had tried many times before while on hold for tech support) 2) purchase a tech support session for $35 or 3) purchase a refurbished 'upgrade' of the exact same model of printer (yes, the one with 'known issues') for more than I paid for the printer brand-new last year. He told me I couldn't get a replacement because my warranty had expired, even though I explained to him that I first called hp with the problem two weeks ago and and that I can trace these problems back to when I first purchased the printer. He agreed to put me through to his supervisor.
His supervisor, unfortunately, didn't pick up the phone and I was routed to a generic voicemail box where I left as many details as I could.
That's where we are right now. I intend to continue updating this report (and sending the updates to HP) as things progress.
The moral of the story: Don't buy a Photosmart C6180. In fact, just don't buy from HP at all, unless you are a tech guru and can fix it when there are problems. In which case, please contact me so maybe you can fix my printer!
UPDATE: Got a call from a case manager
I called HP last night at about 7:00 pm and left messages explaining how I had filed a ripoff report, and encouraging them to come read it.
At about 1:30 pm today, I received a call from Dawn, a case manager with HP. she was *very* polite and helpful. She apologized for the inconvenience, listened to my complaint, and set me up with a replacement printer, to arrive on Thursday. Yay for ripoff report!
I will continue posting updates until this is all resolved, but it looks like HP is going to resolve this without too much fuss.
UPDATE: Printer received, still having problems
I received the 'new' printer last week, and unfortunately was not able to set it up over the weekend. I have spent the past three days trying to get it set up. It hooked up to my Vista computer fairly painlessly, but there were major connection problems when trying to hook it up to my XP computer. I finally got it to print, but I still can't scan from my XP computer.
And I don't really know if it can print, because I keep getting an error message saying that there's no paper in the tray when there are a good 30 sheets in there. And, the instructions that came with the printer say that I should use special cartridges the first time printing because the ink is supposed to mix with something in the ink heads during the first print. Which is all well and good except that they didn't send me any special ink cartridges.
So now I'm trying to get these special cartridges so that I can find out if my 'new' printer will actually print correctly.
Problem number two is that while I wasn't sure if I even needed these special cartridges, I went ahead and installed my own cartridges. I put in a brand-new light blue cartridge, but the printer is showing that the cartridge is empty. Blah. I'll deal with this problem once the special cartridges come in.
And problem number three, the biggest problem of all, in my opinion, is that although Dawn assured me I would be getting a new printer, this printer has a sticker on the bottom that clearly says 'refurbished.' Now, ordinarily at this point I wouldn't care but since this printer has almost as many problems as the last one I'm a little miffed.
I mean, the least they could have done is take the sticker off so that I wouldn't catch on to their lies. Come on, hp, if you're going to lie, do it right!
UPDATE: Now they tell me that I don't need these special new cartridges after all and that everything should be fine. But it still says my light blue is empty (regardless of the fact that it prints in light blue just fine) and it still is, after all, a refurb. But I think I'm going to just cut my losses if everything works well
My advice? If you are having troubles with hp just skip all the repair nonsense and get your money back right away. And then run away as fast as you can. :D Good luck and maybe one day we can sue them!