05-24-2009 08:00 AM
I know I have an older machine but everything was working reasonably well until I tried to scan with it. The "Scan To" field in HP Solutions would not populate. I tried everything until I got the "No HP Product Detected" message. Then I called Tech Support. This is where all my problems began!
I paid the telephone support fee willingly since they felt they could resolve the issue quickly. They took remote control of my computer and several hours later I was left with nothing! They tried the next day and the next. They finally moved it up to a Case Manager, who proceeded to let me know that it was my operating system! I run Windows XP Professional Edition on a Dell Inspiron laptop. She told me she would have someone call me back from her team. They did, and again took control remotely. Unistalled my current software and installed software for a totally different machine! It looked good! New HP solution Center and it even scanned! ONCE! He told me it was my operating system. It's not. I can scan a single page easily using MIcrosoft Office Document Scanning, so I know it works.
The only common denominator is that HP unistalled and installed the software themselves. I am left with a machine that barely prints now, software that keeps telling me to unistall and reinstall the Photo and Imaging program, error messages all over the place, and all this thanks to Tech Support. Oh did I mention I'm out the $35 too!
I need to have my scanner working. Period. End of discussion. Purchasing a new machine is out of the question - I already have a BusinessJet 1200 (which I love) and a Kodak printer.
Any suggestions from anybody would be greatly appreciated.
05-24-2009 01:30 PM
05-25-2009 07:15 PM
Thanks for the suggestion Wayne. I say it's out of the question because I already have two other printers. I may just purchase a fax machine and a scanner with a document feeder. But rest assured neither of them will be an HP machine!
Don't they realize that their inability to solve these kinds of problems is the worst kind of advertising they can get? Negative advertising gets out a whole lot faster than positive!
05-28-2009 01:52 PM
After countless hours of trial and error (and frustration) I finally have my OfficeJet J5750 printing, copying, faxing, AND scanning as it should have been all along. I wish I had kept a log of what worked and didn't work so I could help others out.
I do know one thing, after this experience, it will definately be the last HP product I ever purchase again. Period, End of Discussion!
HP if you're monitoring these threads, I am preparing a bill to be sent to you. You charged me $34.99 for Tech Support that did not work at all. My bill to you will be much greater as my time is valuable. I'll be gentle though and only charge you for 30 hours time. Get ready it's going to be a big one!
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- HP All-in-One Products - A 'Scanner Failure' Message Displays on the All-in-One Control Panel and You Cannot Scan, Copy, or Fax