Horrible Customer Service Experience

[Kitana228]

I have had various problems with this printer since i purchased it. The screen says that it is printing and then just freezes and doesn't print. It states that it is not conneced and various other issues. So I go through all of the trouble shooting, shut it off and turn it back on, download the programs. I go to school full time and work full time, I don't have time to mess around with a printer I have had less then 6 months. So tonight I tried to print something for my new class and had the same issues. So I called customer service and speak to someone I could hardly understand who proceeded to put me on hold about 5-6 times for 10 minutes each time.

Then when she couldn't fix it she transfers to me to her "supervisor", puts me on hold and then 10 minutes later he comes on the phone. I had been on the phone for 1 1/2 hours at that point. Then he proceeds to ask for the same information that the previous person supposedly gave him, the numbers off the printer cartridge. He states that it appears to be an issue with the cartridge and they will replace it. He then says that he will have to call me in an hour to confirm the shipment... hold on it's late I have to work tomorrow, I will give you whatever info you need now. Oh no that is not good enough they have to call back in an hour OR I can call them back tomorrow, wait on hold again and confirm it. Oh no I asked that they call me back some time tomorrow because we are hitting 2 hours that I have been on the phone. He finally agrees and then says 5-7 business days for shipping.

I explain that i have things that I need to print off for school and can he expedite it, for $17 dollars I am told. That I have an issue with, as I am explaining this he proceeds to interupt me and starts getting rude. I explain that it is poor customer service for him to interrupt the customer and he starts talking over me saying that he was talking. Completely unacceptable, I stated that I should not have to pay for expedited service considering I purchased his product and it is defective. Obviously I need to use this system which is why I am calling, and he continued to be rude. It is completely unacceptable to have a supposed supervisor act in that manner and then not try to work with you when the materials are defective. His response was that I should be happy they were going to replace it for free. I advised him that I would be notifying the company of the poor customer service and then I will never purchase another HP product and I will be sure to spread the word. If you have defective products you would think you would ensure your customer service reps are better trained to make up for it. VERY DISAPPOINTED!!

[Cloud_Strider]

Sorry about the issue you were experiencing.  I have escalated this post in an effort to get it to the right people.

[Kitana228]

So after speaking to the Case Manager they send me out a cartridge, I put it in the machine and the error message goes away. I try and print a test page... Surprise... nothing prints. Same issue that I have been having with this machine since I bought it, but before the last tri-color cartridge error. It will say it is off line or disconnected, I go thru the trouble shooting and nothing works.

So I e-mail the Case Manager 2 days ago and advise that yet again the machine is not working. I have had to go to the library to print things off for my school that started almost 2 weeks ago and now my son's school is starting on 8/20/12 and I have things to print off. So now I have to go back to the library and print those off. In case you didn't know, you have to pay print at the library, it's not a lot but it is the principle that I have a printer that I have had for anywhere from 3-6 months that I have barely been able to use, but I have to go to the library to print. I have printed maybe 25-30 pages on this printer.

So I didn't hear anything yesterday so I call back again today. I left a message, she calls me back and my phone drops the call. I call back and explain that I am driving I can't get my order number can they look me up any other way. The girl says no and then when I explain again that I am driving she says oh she can look me up by my phone number.

They transfer me the case worker and she goes on to explain that since the cartridge isn't working we are  looking at a defective printer. So she can send me one, but the one she can send me is "refurbished". But not the same one I have, but a different model. I try to explain to her that I have barely used mine that she is now saying is defective and that they want to replace with a used one. I can't even complete my sentence when she is interrupting me. I try to again explain that can't she just send me one that is the same, or if not send me a new one that is similarly priced rather than a used one. Again she interrupts me.

She states that it is HP policy to send a replacement part, but she has gone beyond that and is sending me a different system to make it easier for me.... like she is doing me a favor.

I again attempt to explain to her that she has confirmed the device is defective (she tries to interrupt and I talk over her), I have barely used it and now you want to send me a used device. She continued talking so I had to raise my voice, and then she tells me that she will not "help" me if I continue to yell at her.

Seriously, if you are interrupting me continuously and not letting me speak how is that good customer service. I teach customer service for my company, which is one of the topped ranked in the industry for customer service. If the customer is talking, you don't. If you are talking and the customer starts talking, you stop talking. If the customer hast to raise their voice to be heard, you do not threaten to withhold service because they are yelling at you.

If I had an employee who treated my customers like that, they would be removed from the phones and given additional training.

I am a completely dissatisfied customer with this company and the customer service I have received. You would think that the "Case Manager" would understand how to treat customers with respect. If the company policy is to replace a defective device with a used device, I will not waste my money. I can assure you that I will not be purchasing another HP item again.

[Kitana228]

So I get the printer, the like new "refurbished" printer and I can't get it to work. Not user error as I can't even get the cartridge in. The cartridge holder won't slide over for me to put the cartridge in. There is some piece of plastic, I am assuming part of the packing materials or something broke in transit, that I can see where the cartridges go. But it won't slide over so I can get it out. I've tried unplugging it and plugging it back in, unplugging it and waiting a couple of minutes... nope nothing is working.

So I call the case manager line, my case manager is gone for the day so they connect me with the first available. Who requests that I do the same thing I have already done and then asks once it comes back on if it was now printing the test page. Hold up, you obviously were not listening when I explained my problem. I do not have the cartridges in the system, I cannot get the cartridges in the system.

Oh well I can leave a message for your case worker and she can call you tomorrow is the response I get. Nope that is not an option I work late every night this week and then I have sports for my son or doctor visits. This is the only time I am available and she has already left for the day by this time. I was advised no one else can help unless I want to talk to tech support. As she is transfering me, the call is mysteriously dropped.

So I call back again and explain, they transfer me tech support. All in all this took ONLY an hour or so, less than the 2 hours from last time.

I spoke to a polite guy by the name of Anthony who advised it is a hardware issue and they can offer me replacement. are you kidding me?? Or he can transfer me to a case manager who can further assist me.  I am crying at this point I am so angry and frustrated.

I speak to the case manager(not mine) who states that she can leave a message for my case manager. Wait back to square one, great! I explain I am dissatisfied with the level of customer service I have received from this case manager, she is not available during the times that I need assistance and would like to be re-assigned. I am informed that only the case manager can request re-assignment, do you realize how screwy that sounds? So you are telling me I have just wasted 2 hours of my time, between trying to get the printer up and running, and speaking to HP?

So the only choice I have is to leave a message to the rude case manager and wait for her to get around to calling me back.... when I am not available...... which does no good.......

BRILLIANT!!!!

I, again, am a single mom of two boys who works and goes to school full time. Do you honestly think I have time to deal with this?

Oh and the upgrade letter that was sent advising me to be sure and return the defective one also referenced that I should read the "Stop Before Installing the Replacement Product Read me First" document that was surprisingly missing from the box that I was shipped. Imagine my shock- I know sarcastic but at this point it is laugh or cry and I am trying not to cry.

Oh and lastly today in the mail I received a black and tricolor printer cartridge from the 1st printer that I was supposed to be shipping back. What am I supposed to do with these, send those back? Are you guys going to send me extra, extra printer cartridges for whatever printer I end up getting that actually works? Do I take it into my local electronics store and try and return it to get some compensation for my time?

Please let me know because I honestly would love to take a sledge hammer to everything in my home that has HP on it......

Yet again completely disgusted with the terrible service.......