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Last week was a nightmare with HP....I had this feeder ADF problem for several days ...I called and got the phone call (or calls) that never end.
I called during the day because I wanted to speak to someone with clear English, not someone in India. But I still got someone in India and she was, of course, very nice and polite. The reps there usually are. The first person, Shweta did take about an hour to tell me that my printer that I purchased in September 2008 was not fixable and would need to be replaced and I should call back and ask for a Hardware person.
I did this and that's where things really got bad. I got Sayrabh, who corrected me a little roughly about the pronunciation of his name. But then, when I asked to speak to a hardware person, he said he would help. And he began to ask me every single question that Shweta had. I stopped him early on saying that I really did not think it was necessary to go through all these steps AGAIN and he persistently said "we have to CONFIRM these steps with our customers". I was so frustrated, I could not see straight. He asked me at least 8 EIGHT of the exact same questions that Shweta had. I asked him if he read her notes and he answered "of course, but we need to confirm........" I came to believe that this man was sadistic and getting some pleasure with this. I had to ask him THREE times to transfer me to a Hardware, which he did tell me he was not. He ignored the first two times and finallly when I was ready to hang up and call back or go postal, he did transfer me. The new person (I was now on the phone about 1 3/4 hrs. ) Abhay was a Senior Hardware Tech. He was efficient, fast !! and apologetic about Sayrabh. He said he could not replace my under warranty printer with anything better but he did acknowledge there was "an issue" with the ADF doing this after awhile. His honesty was refreshing and he gave me directions re. the exchange of the printers promptly. But I still was on the phone 2 hours. Who can do this whenit's a work day?? I had told that guy Sayrabh I had to work several times but he just kept putting me on hold, saying he had to check,etc.etc. It was excruciating.
Abhay, the good guy, said that putting this complaint on here "will hurt us" but doesn't HP DESERVE to be hurt by this when they make products like this ? By the way, this printer was something I paid a lot more for because I told HP sales that I wanted their best printer because my prior one broke down and I did not want to have to go through this again. So I forked out more dough and it STILL happens. And, the printer I'm getting as a replacement is new BUT IT'S THE SAME ONE. So, I still have to worry about this happening again.
The first rep I spoke to asked me what size paper I used and was it HP? Supposedly only 20 weight would work right and not cause problems. I was using 24. She sort of suggested that might have caused the ADF to go up ...(it was that green plastic piece that wouldn't "snap back" that appeared to cause the problem). She was adamant about buying HP paper. Look, I don't care if HP wants to promote their products but the suggestion that this CAUSED this is ,I think, a bit much.
OK, nuff said...when my warranty expires, I'm going to start looking around for a better product. any suggestions? 
