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10-05-2011 04:37 PM
I spent several hours on the telephone talking to 3 or 4 HP Tec people about my problem with my new HP Officejet 4500 freezing in safe mode. They sent me another printer same printer and model. Had problems with the second printer so they gave my case to a case manager. The case manager sent me another printer. This time it was a different printer different model. I just installed it today, didn't have any problem installing it. Haven't tried to send a fax as of yet. I believe this printer is going to work just fine. Thank you HP for your support and help.
10-07-2011 01:35 PM
JeanRobbie, good for you. However a lot of us still have the same problem, and the same printer. I guess we could all do the same, but I'll bet that HP didn't pay you for all the troubleshooting and downtime. Probably didn't even spiff you a half dozen ink cartriges...
10-15-2011 02:51 PM - edited 10-16-2011 01:07 PM
Ok here's my "Sleep Mode" saga with a fairytale ending...
I too have experienced the frustration of a 4500 stuck in Sleep Mode where the only solution is to cycle the power by unplugging it. I have read and tried the solutions in this forum, and although resetting the sleep mode time out to the max 65535 works for a while, it still reverts to Sleep Mode.
I have also spent 4+ hours on the phone with HP customer support overseas and although they are pleasant people, and are doing their best to help me- they suck at CS. The confusing accent, the lack of technical expertise and the VOIP connection all serve to make a bad joke out of the words "Customer Support" Nothing new to anyone here right?
But being a persistence junkie, I called them one last time. My calm mantra for satisfaction was simple. "The 4500 has an unfixable problem, please send me a new printer or a credit."
Now when they hear this, they are going to say they don't have the authorization to do this. That's when you politely say, "That's no problem, can you please connect me with your supervisor?"
You will then be fed down the throat of HP customer support, but eventually you will pop out its ASS in Canada where someone with the authorization can fulfill your request.
By the end of 90 minutes and 3 transfers up the chain of command, HP agreed to send me a brand new 6500 OfficeJet which is a much better product. I have had the new printer for about a week now and everything works as it should.
HP has a serious problem with "Sleep Mode" in the 4500 and might be looking at a recall. Until that happens, try a little persistence and be clear as to who you want to speak with and what you want when you speak to them. This will take some time, as each level must "troubleshoot you" first before they can move you along. Be patient, polite, persistent and clear and you should eventually gain satisfaction. Good luck... And BTW, the 6500 is really cool. I can print right from my iPhone via the network. Booya! I guess...
11-12-2011 08:07 AM
So still hasn't been fixed, other than unplugging it and replugging it in, which isn't much of a "fix". How did this printer get through QC?
I will try and spend the 6 hours to go through all the customer service people as the poster above mentioned, but we really shouldn't have to do this. No wonder HP is in the doldrums if this is the way that they treat their customers!
11-25-2011 07:33 AM
I'm having the same problem with our Officejet 4500 going into Powersave mode immediately and not responding to print commands or any front panel button presses. I've determined that the defect seems is related to the printer's fax feature.
If the phone line is plugged into the back of the printer and I take the house telephone off the hook then the printer wakes up immediately and responds to print requests, can make copies, etc. However if I hang up the phone or unplug the phone line from the back of the printer then the printer goes immediately into Powersave mode and is unresponsive. When in Powersave mode the printer beeps when its power button or front panel option arrow buttons are pressed but it remains in powersave mode. Our printer is wired into the Windows 7 HP pc via USB and wireless is turned off. I've been on the phone with HP and we've tried the reset sequence (unplug for 30 sec, press and hold # and 6 buttons and replug power cable) but this didn't fix anything.
11-25-2011 07:49 AM
FYI, see my last post. HP is shipping a new bare printer (same model) and believes the issue should be resolved. I'll update this again after Dec 2nd when the new printer is expected to arrive.
12-04-2011 08:09 AM - last edited on 12-04-2011 11:48 AM by SedonaF
Unplugging the power cord and plugging it back in only works about a dozen times. After that, it permanently freezes.
I unfortunately threw the box away and cannot return the printer without buying another from COSTCO and then returning the first defective one. Did that, then I returned the second defective one. Did that then returned the third defective one. Called India 5 times. Wasted about 30-40 hours of my time. THIS PRINTER ABSOLUTELY SUCKS BIG TIME.
HP you should be ashamed of yourselves for leaving this absolute piece of crap on the market. I certainly will never buy another HP product again.
01-08-2012 08:18 AM
Bought 4500 officejet wireless Dec 11. Have power savings mode problem as described by all those above. Accomplished the "underware" sequence described above (timeout set to 0). Still goes into power save mode automatically (which I do not want), but, pushing red x brings it out (I don't have to unplug it now). Not sure if fax will work if phone is called during power save mode period. Will check that tomorrow.
HP telephone cus service is not 24/7 365--can't call until tomorrow. Weird for multinational, multi-billion dollar corp, or, maybe it's normal. After reading the chat tech support experiences of others, I'm not even going to try that.
Have contacted Apple corp and local Apple stores and told them to stop recommending the HP product.
HP should recall the entire product line and replace, without request, just for all the BS all these people are having to go through.
01-08-2012 04:46 PM
I have had numerous problems with my officejet 4500 all documented with HP. I believe they know they have marketed a "Lemon" product. So it appears I'm stuck with a printer thats stuck in "Power Saver", mode, that doesn't work, and HP is of no help.