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03-03-2012 11:51 AM
How to make a long story shorter....bought new HP Photosmart 5510. Worked for a few months, then started with vertical lines on the pictures. It was under warranty, so HP sent us another one, and I set it up yesterday. Old one in the box ready to send back on Monday.
New one worked for one day. I put in the ink cartirdges that came with the new one, as I was TOLD to do. It worked for one day, long enough for me to tell Mario from HP when he called that the new one worked good, so CASE closed.
TODAY it is printing in blue/yellow yucky colors. Tried everything. THEN I took out the "new" ink cartridges that came with the replacement printer, and put in four "recycled/refilled" ink cartridges that I recently purchased online from 4inkjets.com site. GUESS WHAT??? The printer is now printing JUST FINE! I fell like I am living in the twilight zone......what the heck is happening?? I imagine that I will call HP AGAIN when I can spend hours with them on the phone to mention this latest scenario.
Second issue: My husband has a Dell laptop. With the original HP Photosmart 5510, our computer and his computer were tied to the printer via the installation CD that came with the original printer. No problems....he was able to print remotely from his Dell laptop to the printer, no worries.
When we hooked up the NEW replacement printer, had to install via the new installation CD that came with the new printer. My husband took the new installation CD for the printer and loaded it into his laptop, trying to install it. Came up 'error cannot install." Then my husband and I spent almost two hours yesterday with online tech support with HP, first trying to install the new CD, THEN trying to "uninstall" the old HP Photosmart, so we could install the new one. HP could NOT figure out how to uninstall the previous one. To give them credit they were very patient and tried alot of things, but in the end could NOT figure out how to unistall the old photosmart, or even WHY it would no uninstall. We were told that on Monday someone higher up in HP would call us to try to help. Personally do not understand why it should be so difficult....but that's me.
While waiting until Monday, we have tried fooling around with the problem as to WHY my husband's laptiop will not remotely print to the Photosmart. There is ONE plug at the back of the printer that is plugged into the wall. There is another small outlet at the back of the printer....but we do not know what that is for. Some of the messages that came up today when we were playing around were "hp says there is no USB driver, etc."
So there it is in sort of a nutshell. I feel like telling HP when I talk to them on Monday that I want to send THIS printer back also and the replacement should be a DIFFERENT HP printer, but one that does all the same things as the Photosmart 5510! Are we cursed with this printer? I truly feel like we are living in the twilight zone....why does the printer work with the refiled/recyled ink cartridges, and NOT with the new ones that came with the replacement printer? Why is it so hard to install or unistall the replacement printer information to my husband's laptop, as it is the exact same one? Why, why, why? I just wanted to vent this problem, and hopefully get some feedback and/or advice from the online forum. HELP!!
03-09-2012 01:59 PM
If you still have this printer, what was the full message concerning unable to install the new printer? Any numbered code with the message? What operating system is the Dell laptop?
I am a support engineer for HP.
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