Hewlett-Packard Company Complaint - Bad Printer - Horrible Policy To Their Customers
In the spring of 2008 my old HP printer bit the dust. It had been a great printer, and we still use what is left of it.
However, I needed on that worked completely so I purchased the C5500 (?) because I had such good luck with the last HP. It worked fine until last March of 2009. It went out so I called HP. He walked me thru several steps to check it but came to the conclusion that, probably during an electrical outage, something (I forget what exactly) blew and it was irreparable.
On March 30, 2009 I went to Fry’s Electronics in Manhattan Beach, CA. 90266. I purchased the same printer, now the HP C5580 All-In-One, because I was familiar with it and felt that the reason for the last one to go out was beyond anyone’s control.
When I brought it home, my husband installed it. Saying it was very complicated and difficult to do. He has much experience with printers and he is a Photographer and does most of his own printing. He has also owned many printers over the years and many of them HP’s……without such difficulty.
Shortly after that, April 4 2009 to be exact, my ‘new’ printer would not print on the Versa Check paper that we used for our checks. The error message continued to say “Out of Paper’. Both of the previous printers worked fine for this printing.
I called HP assistants and he went into my computer and fixed the problem. He was just great and patient as so very helpful. He spent over an hour with me…..his time and mine. My service ticket # was 802-360-1809.
Not long after that I couldn’t get the scanner to work. The printer says, “Try starting scan from computer. Refer to documentation for details.” I never could get that to work. I don’t scan very often so I thought I would deal with that later.
In the meantime, my envelopes would not print….the standard #10 envelopes which had printed at the beginning of my ownership of this printer…..and both the last printers. The error messages says, “Wrong size paper” I tried changing anything I thought might be the problem.
Now, June 3, 2009, the printer again would not print on the Versa Checks.
I am now furious! I called HP service. They couldn’t even find my last Service Ticket #. They wanted to go thru all the fixing again. I run a business and do not have time to spend hours on the phone fixing a product that is basically new and has ALREADY been fixed before…..now it has more problems.
I told HP that I wanted my money back, a whopping $162.36. I need to immediately get another printer as I need to print checks…immediately. The service representative continued to say, “So. How can I help you today? What is the problem?” I continued to repeat…over and over, I did not want to spend any more time on it and would like to speak to a supervisor. They made me wait 1 hour and 25 minutes until they would finally put her on. During this time the conversation with the representative continued with “So. How can I help you today? What is the problem?” I was about to blow my mind. I said, ‘Did you not hear with I said in the beginning and have repeated many times?”
After this 1 hour and 25 minutes, Nadia in India, came on the line. She began by telling me that she had been in a meeting and had to leave that meeting to help me.
I informed her that I had been in the middle of keeping my business running when I had to stop and deal with a printer that stopped working, loosing my time and waiting so long for a supervisor. Not only, I was unable to leave the phone even to go to the bathroom.
She asked what the amount was I was requesting which was/is $162.36.
She assured me that someone would call me back the next day to speak to me in regards to my problem/s. My service # was 802-578-2518.
On Monday, June 8, 2009, a HP representative contacted me. He said it was impossible to take the printer back and refund my $162.36. The only thing he could do was send me a refurbished printer…..YES…A REFURBISHED PRINTER!!
NOT ONLY, BUT IT WOULD HAVE SOME PARTS MISSING THAT I WOULD HAVE TO TAKE FROM MY BROKEN PRINTER.
It is very clear, to me, the importance of Hewlett-Packard’s customers. I asked him, "For $162.36, to keep a returning customer you can't do that?" "No." he replied.
I WILL NEVER BUY ANYTHING FROM HP EVERY AGAIN AND WILL BE SURE TO TELL ANYONE I KNOW HOW I WAS TREATED AND WILL BLAST THIS ALL OVER THE INTERNET.
TIME! Time lost trying to fix problems, TWICE. TIME waiting on the phone with HP loosing time for my business plus having no printer when needed, making it necessary to purchase another (NOT HP) printer, immediately so as to continue my work. $162.36 for printer