Hewlett-Packard Company Complaint - In Case Of Problems - Hp Won't Be There!
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 BE WARE!!!!!!!!!!!!!!!