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12-10-2008 04:11 PM
I recommended this All-in-One to a customer of mine and it has been a lot of trouble. I love all the features it has. But the document feeder keeps jamming and wrinkling the paper. I have cleaned it. It some times feeds two pieces of paper at once. I also noticed that one of the pieces in the paper path, that is blue with two tabs under the ADF lid, is not totally secure. I went to a Best buy to look at the All-in-Ones with the same feeders on display to see how the piece sat on them. Two were secure and one was not. Can someone tell if this is the reason my paper is jamming?
I don't want to go through the trouble of returning the printer and getting another one with the piece that is just as loose. There are no pieces broken on it. It is probably just a bent piece of plastic.
12-14-2008 09:29 PM - edited 12-14-2008 09:30 PM
I am having the same problem with the blue plastic piece with the two tabs under the ADF lid. The feeder has never worked for me (meaning the paper always jams).
I called HP support this evening (December 14, 2008) and was told that since the printer went out of warranty 8 months ago my best option was to upgrade to a new printer.
I paid $529.96 (before tax) at OfficeMax for this printer on April 21, 2007. Today is December 14, 2008 (about 18 months later). I don't have the budget to upgrade a $500 printer every 18 months, so I'll try to find someone local who can service it for me.
The rest of the printer (everything but the ADF unit) works reasonably well. If you need to copy a stack of papers, then perhaps you should look at other models or manufacturers.
I also give HP low marks for their printer technical support folks. The support I was given was to purchase a new printer, which seemed unreasonable to me given the printer was less than 18 months old. If you buy an HP Officejet Pro L7780 you may want to make sure there is a local business who can service it for you when it malfunctions.
Warmest regards, Matt
12-15-2008 10:18 AM
Tech support did not even attempt to resolve my problem either. Since my L7780 is new they were going to return it and give me a refurbished one. I don't want a refurbished one. Plus it was going to take a week. I just keep what I have for now. I purchased the service contract and see if that get me better service. At least I know that the shipping will be faster.
What about sending a part out to see if it fits better?
12-30-2008 05:55 AM
01-19-2009 12:57 PM
01-20-2009 07:36 AM
There is a service manual for this online. Did you read it? See if this gives you some help on how to remove the rollers you need to remove. If you can see the paper use tweezers or needlenose pliers to get it out. Check in the scanner area and remove the plastic piece.
Call HP tell them the ADF is defective and the printer is still under warranty. What they told me is that they would send me a refurbished one if I sent this one back to them. But I would have to pay shipping charges. My client does not want a refurbished unit.
I took out the extended warranty in the meantime and see if the next time I need help that support will be better on the HP side.
04-05-2009 09:29 AM
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?
04-06-2009 07:57 AM
I know your pain. My customer with the problem got a replacement (refurbished one). He wanted a new one. He purchased the extended warranty with it. So the shipping back and forth was free but the time it took to transfer all the setting and put in all the pieces was time comsuming. I guess it would have been that way no matter what.
I did not have as hard of a time with tech support as you. I just told them off at the very start. I said that I have been in the business a very long time. I know what I am talking about please don't give me crap.
That green piece is more secure on the newer one.
Make sure you find the documentation on how to troubleshoot paper feeding problems. That helped reset the roller to the right positions if the papers were getting stuck.
If you like the printer and its functions except for this... you may want to get the extended warranty. At least then all the exchanges are free.
04-06-2009 08:04 AM