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04-27-2009 11:08 AM
06-16-2009 08:04 PM
I'm so glad I found this thread, however my spring won't stay in place even after I put it back in place. I just contacted customer support. So far customer service has sent me this link:
I told them yes this is exactly what the problem is, but there's no way I am paying to get a printer serviced when they know very well it's a problem, so much so, they have this link to direct people to. I just spent over $80 on HP goods too between ink and paper and now I don't have a working printer.
I really hope HP doesn't try to play hard ball with me on this. It's a defective printer part and they know it.
06-16-2009 08:49 PM
Why is it so difficult to get resolved??? It's a defective piece of wire in my printer. Why on Earth would I drive somewhere to get a printer serviced? Unbelievable. This will be the last HP Product I buy. Here's their response.
Thank you for writing back to HP Total Care.
From your email, I understand that the issue still persists. The x-bias spring of the printer is broken.
Please accept my apologies for the difficulties you encountered with your technical issues. I am sorry to hear that you are experiencing difficulty with our products. We certainly stand behind our products, and we extend all necessary support to you. I appreciate the efforts you have taken in trying to resolve the issue and also for being so detailed in your approach.
We always try to maintain transparency and our effort always is to initially try to resolve issues by simple troubleshooting steps. In certain cases, even though we would like to provide a resolution that works, we are rendered helpless due to the nature of the issue.
After considering all the symptoms the printer is exhibiting and response of the printer to the troubleshooting steps, we can deduce that the printer has developed a hardware defect. In normal circumstance, troubleshooting steps provided in our previous message should resolve the issue. However in some exceptional cases like yours, the damage to the internal hardware of the printer is beyond the scope of repair via e-mail.
The x-bias spring is not and user replaceable part, hence it is not available as a separate unit. As it requires an expertise to replace it, hence I would request you to kindly get the printer serviced by the local service center.
Hence, in order to assist you I would like to provide you the following information, which will assist you to take the printer to an HP Authorized Service Center
06-18-2009 10:13 AM
Folks, I have the very same problem. A small plastic 'lug' or tab has broken off the xbias spring - obviously a defect but HP dont want to do anything about it. Well this sure is the VERY LAST HP purchase that i will ever make.
Hang your heads in shame HP, at least the highwaymen had the decency to wear masks!
06-18-2009 10:35 AM
HP originally agreed to replace my printer (see above) but reneged on the deal - without notifying me. I pursued the issue and eventually got them to send me a replacement for $40 (including shipping) with a 12 month warranty. I purchased a 24 month extended warranty for another $25. Not what I wanted but I would have had to spend more for a new printer - and it is (hopefully) their if it breaks in the next 3 years.
This is a HP DESIGN problem that transformed into a customer problem. Overall, a very disappointing performance by HP.
06-19-2009 04:24 PM
06-21-2009 06:22 AM
Having initiated this thread I did not expect that my problem could be so vastly spread. It's clear that the HP customer support policy does not take into consideration the option to refund the customer, once it is proved that the hardware design has an evident flaw. At the end there a simple "economical approach" that HP seems to have followed: cost vs. benefits. We, customers, innocently believe that a big company should also apply an ethic behavior in the relationship with us. I would simply ask the HP management: who is paying your salary? The answer is: we pay your salary. Customer's opinions can easily circulate and long term can damage the supplier both in reputation and revenues.
I have personally spent around 300 Euro (ca. 400 USD) in the printer itself and the consumables (original cartridges). Before aknowledging the problem I did the mistake to buy several cartridges, supposing that the problem was.
Folks, we are individually weak; all together, spreading the information around, we'll increase our contractual power. Only in this way our inputs will have a different attention from HP.
07-23-2009 10:09 PM
Thanks so much for posting this. I just ran into the exact same problem. It looks like a plastic tab broke off that used to hold the spring in place.
What's really upsetting is I just spent $30 on another print cartridge (and opened/installed it) before reading this thread. This is the second HP printer I've had that indicated I ran out of ink only to find out the printer itself is faulty.
10-30-2009 09:39 AM
While changing cartridges on a officejet 7310, and finding the black one still not working, checking out the carriage chute, I notice that the x-bias spring is dangling from the chute, and that the piece of flimsy plastic in the rear, with the circuitry, was punctured/damaged. Taking a closer look I saw how cheap it was all constructed, the x-bias spring being held in by melting the plastic trim, which would cause it to be brittle and weak over time. It was only the second time I changed cartridges on it, and having had HP printers over the past 15-20 years, really know how to do it, without force. It's clearly a manufacturer's defect, if I ever saw one.
After reading the previous posts I'm not going to even bother trying to get it fixed or replaced. With the invention of Carly, HP has gone on to manufacturing consumer junk, no longer cares about their employees, or the consumer, or the quality of their products.
I'm not having any issues with the Brother all in one printers, at less than half the price, much less hassle than trying to get something fixed or replaced from HP. One Brother all-in-one developed a print head issue after 6 months, and Brother paid all repairs. No issues at all, no out of pocket. Even if HP offered to replace it, as mentioned in a previous post, they still want handling and shipping, around $75 bucks... for their problems??? No Way!