Hewlett-Packard Company Complaint - HP is unable to make its "all-in-one" product work as advertised
PALO ALTO, CALIFORNIA -- I requested repeatedly that HP provide me with the proper software to run its newly purchased Photosmart Premium C309g "all-in-one" so that it can scan documents and save them to my computer, and also read SD memory cards from my cameras to save the photos on these cards also to my computer.
HP is advertising its machine as an "all-in-one" but has so far been unable to provide software that lets it perform the above functions. I have given their support technicians repeatedly all the data about my computer and system that they requested but none have been able to send me the software which HP's advertising promised. They produced a 15-page thread of questions which I have all answered, some of them several times, as shown on their ticket number 8038129400, but they have not produced any solution to the simple problem I described: HP's machine does not do what HP says it will do.
Instead of providing this promised software, their technicians sent me six pages of lengthy instructions with multiple steps and interventions in the registry which I believe goes far beyond what any supplier can ask a good-faith customer to do, just to compensate for HP's inability to supply non-defective software with its product.
HP's lack of concern for the working of its software extends to the notifications about updates for that software: that notification pop-up is incomplete, it cuts off much of the text and all the links where to click to get those updates. Moreover, this intrusive pop-up does not even let me close it, so each time I have to email to HP to find out the new URL where I should obtain those updates and make that pesky notification disappear.
HP is well aware of this problem because it mentions it on its website, but it has done nothing to fix this annoyance. Similarly, HP knows about the problems with the scanning and photo-saving software, but it has done nothing to remedy them except posting an alert about the disappearing scans on its web page and offering a download. That download does not work with HP's software but tells me after the downloading and installation attempt that the software installed on my computer does not need this patch.
I told HP in a recent email that I prefer they solve the scanning and saving problem by sending me properly written software instead of obliging me to endure another tech support session on the phone, like the one that was needed to make their machine connect to my network, which is about as desirable as a root canal procedure. Here is what I had written:
>>>> I don't want to give you my phone number
>>>> because I prefer to communicate by email -- I am
>>>> often not near a telephone or unwilling to be
>>>> interrupted by it, and I don't want to spend hours in
>>>> a typical tech-support phone conversation.
Still, despite this rather clear rejection of another tech support phone session, a case manager at their "escalation team" emailed me in response to my alleged "request to speak to someone at HP", showing again a total disregard for all the prior correspondence with the technicians at their lower support level. All I am asking for is that HP send me the software its "all-in-one" needs to perform its job, but so far that appears to be beyond their capability.
Their tech support behaved so far in the same dismal way that another dissatisfied customer described on this forum on 4/20/2010 at http://www.my3cents.com/showReview.cgi?id=76968 under the title "
"Hewlett-Packard Company Complaint -- HP makes customers do more work - Terrible procedures in place".
Like the customer who wrote that complaint, I have been an HP customer for a long time and own several of its earlier printers, such as a Laserjet IIP Plus and a Photosmart 8150, but it has become clear to me that the old HP which supplied these once reliable products does no longer exist and no longer appears to have the basic competence to make its products work as advertised without trying to have the customer perform their complicated repair work, and without caring that some of their commercially offered software is defective and does not work.
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