[X]
Write ReviewJump to 
1
Helpful
Votes
Votes
Hewlett-Packard Tech Support worthless
Printer - Complaint
Review by Chuckeroo on 2013-01-16
Rating: 
SOUTHLAKE, TEXAS -- Several months ago HP Tech support was called, because our printing was of poor quality, and varied greatly. Tech support phone number 1-800-474-6836 was called and the "technician" quickly told me that my printer was out-of-date, had a part deep inside that couldn't be repaired, and our printer would have to be replaced. Offered me a new printer at a "very good discount" and seemed disappointed and reluctant when I decided to confer with my spouse before making a purchase. A friend visited later, we replaced the ink cartridge and the printer has been working well ever since!
Today I attempted to "scan" a document which I needed to email quickly, and the printer window said the USB was not connected. Since we had been printing computer documents with no problems, we called the above phone number for Tech service again, and this man (maybe the same one) said the same thing, almost word for word. My printer was out of date, couldn't work with my computer, and he could sell me another one. No help at all to find out why my printer and computer have been working together just fine, but nevertheless when asked to scan, the printer reports that they are not connected.
Finding a phone number for Hewlett-Packard online, I called, explained my problem to a pleasant young woman, and she apologized for the situation, said she couldn't help me but would connect me with a tech support managerial level, and that I should inform them why she went directly to them. The "manager" seemed not to understand my plea for a tech support person that would not try to sell me a new printer, but help to solve the problem. She said she had no control of whom I would be connected with, and I might need a new printer! The conversation went downhill from there. Needless to say, we don't plan to buy another Hewlett Packard product!
Today I attempted to "scan" a document which I needed to email quickly, and the printer window said the USB was not connected. Since we had been printing computer documents with no problems, we called the above phone number for Tech service again, and this man (maybe the same one) said the same thing, almost word for word. My printer was out of date, couldn't work with my computer, and he could sell me another one. No help at all to find out why my printer and computer have been working together just fine, but nevertheless when asked to scan, the printer reports that they are not connected.
Finding a phone number for Hewlett-Packard online, I called, explained my problem to a pleasant young woman, and she apologized for the situation, said she couldn't help me but would connect me with a tech support managerial level, and that I should inform them why she went directly to them. The "manager" seemed not to understand my plea for a tech support person that would not try to sell me a new printer, but help to solve the problem. She said she had no control of whom I would be connected with, and I might need a new printer! The conversation went downhill from there. Needless to say, we don't plan to buy another Hewlett Packard product!
Comments:
Posted by DebtorBasher on 2013-01-16:
I agree with you Chuckeroo. I called them at one time to get the disk that I needed to reinstall. This is the disk that USED to be included with the purchase of the computer, but then later were already installed without a copy of the disk. Right away, I was told HP didn't have those disk available anymore and there were none for them to order for me. He told me my computer was outdated and I he would be more than happy to sell me one over the phone. (My computer was just over a year old). I told him I do not purchase computers over the phone, unseen. He gave me the website to look it over. I told him I was not going to buy a new computer, when all I needed was the disk. I spoke with two other reps that told me the same thing...or maybe it was the same guy, I don't know.
Anyway, I went on the Internet and found a company that sold these exact disks...originals...that I needed...it only cost me about $30.00, I installed it and my computer was as good as the day I bought it...I've had it now for 4 years...
Anyway, I went on the Internet and found a company that sold these exact disks...originals...that I needed...it only cost me about $30.00, I installed it and my computer was as good as the day I bought it...I've had it now for 4 years...
Posted by GenuineNerd on 2013-01-17:
I know that HP and other printer companies used to offer drivers for their printers online. I received three secondhand printers over the years (an HP, a Canon, and an Epson), and was able to download the drivers from their websites. Whether they still offer downloading of drivers for their older printers I don't know offhand, but some drivers may work only with Windows XP and older machines, and may not work with Vista, 7, or 8. That's what HP meant by an "out of date" printer, if you tried using an older printer on a newer PC. I had to get rid of a scanner I had for years because the company (Artec) is no longer in the scanner business, and no drivers were available online for a Windows 7 machine...the disc that came with the scanner only worked with 95, 98, 2000, ME, and XP.
Posted by At Your Service on 2013-01-17:
Even though you may have been unhappy with their technical support, I think they produce some great products, including that of their printers. I've had a giant amount of background in technology and their inkjets are the only ones I use.
Posted by leet60 on 2013-01-17:
Situations such as this are why I was sorry to see Kodak stop making printers. My Kodak AIO printer had issues twice, both times out of warranty. The company was happy to send me a new print head, free of charge, overnighted each time. I received a call each time on the delivery day (obviously they were tracking the delivery) and was pleasantly walked through installation of the print head. The ink for this printer was also very economical. Sad to see a company with good customer service to stop manufacturing the merchandise.
Note: All comments are reviewed by a moderator before being published. Please be sure to read our guidelines before commenting.
Company Reps: Post your company response!
Recently Discussed:
More Reviews on Hewlett-Packard:
- HP's Total Care Review - Pavillion dv6
- Horrible Service, Web Site Very Hard To Use, Consumer Service Horrible - Customer Service, Tech Services
- Can't Build Computer in Time Allowed-Won't Refund money... - Custom Computer System
- Why Bother With Hp-Short Life And Higher Cost To Repair Than Buy New - Hp Photosmart 5510
- HP Customer Service Is Terrible - I Will Never Buy From Them Again - Horrible Experience - HP 2000 Notebook - Model-2000-2c29WM - Serial # 5CG2520X50