HP reach a new low in customer help & support

[dd_uk]

A client has small network consisting of a Windows SBS 2003 machine with 5 workstations. They have always had a motley collection of printers and decided to standardise on HP CP2025's. I then travelled 90 miles to install these.

Try to load the software on the server only for it to fail with the message that ‘Windows Server 2003 is not supported’ (and Windows Server 2008 as well)

On to support site and downloaded “Windows Server Software” and ran it with exactly the same result.

On to the phone – one number (expensive) went through about 6 menus then fell over THE MAIN UK SWITCHBOARD THEN RANG FOR 20 MINUTES AND CUT OFF – TWICE. In itself that is totally unacceptable

On to the live web chat. Filled in all the questions and when I get through I’m asked them all again – What is the point in taking info if it isn’t used.

The agent had no idea what SBS 2003 was and suggested I use the Windows Server 2003 software. When I explained they were the same  he disappeared for some 5 minutes, came back and announced that there is no way should I use the printers on 2003 (or 2008).

What should I do – return the printers? Answer Yes Please !!!!!!.

So now we have 3 totally fed sets of people.

Me: wasted a whole day and a 180 mile round trip.

My clients: No printers to print end of month statements, etc and had to pay me for a wasted day.

The supplier who now has 2 printers he can’t sell as new.

Well done HP – yet again fantastic customer service.

Also why do you not support Server 2003 and 2008. We contacted Canon, Epson, Brother, Dell and others and you alone do not support the operating system.

[AuntieEm]

Thank you for your response. However, for the cp2025 laserjet product line, we do support Windows Server 2003 and Windows Server 2008. You may find the current software and drivers along with product support information for this product line at hp.com:

cp2025 main product page

cp2025 windows server 2003

cp 2025 windows server 2003 64bit edition

cp2025 windows server 2008

cp2025 windows server 2008 64bit edition

How to Install a Pre-Configured Driver for 32-Bit (x86) Clients on a 64-Bit (x64) Server

Network Setup Help Documents Page

[dd_uk]

Your reply does is not satisfactory.

The link you give 'cp2025 windows server 2003' merely takes me to the drivers and software page for the printer which has a link marked 'HP Color LaserJet CP2020 Series PCL6 Network Express Install', which gives no hint that Server 2003 is not supported.

The first indication that the OS is not supported is when the software is run. This, luckily, I had done before physically setting up the printers (yes the client had bought 2). If I had not done so, the supplier would not have taken them back.

There should be some warning in the pre-purchase process that certain Microsoft OS's are not supported.

But why are they not supported? If you supply a network printer it should work on a network not some of them

You have not replied as to why it is impossible to contact HP in the UK by phone?