HP Support Forums
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04-09-2010 10:27 PM
Just want to add that Firefox is free, yet the programmers (who have to work other jobs) fix issues almost immediately, and for free. HP has programmers whose sole job is this software so it is not a time or money issue. The problem is the programmers have to make sure all HP software stays compatible with it's "life blood", MS Windows.
Because of the constant security issues with MS super secrete source code, all third party companies have to deal with constant changes with Windows and IE. Maybe if MS would stop being stupid and go with open source, at least with IE, than the security issues would become a trickle and everyone could concentrate more on making newer and better programs instead of patching a security issue and compatibility of the patch.
This issue is nearly 3 months old now. HP is, IMHO, the best printers out there. They need to address this issue before the next Firefox update. HP has no excuse for this program being incompatible with Firefox since Firefox is free and extremely easy to get. If the HP programmers can not figure out the problem and fix it quickly, then fire them and hire the people behind Firefox. They seem to be able to fix issues very quickly without earning a cent while doing it.
I would uninstall Smart Web Printing from Firefox, but the button is grayed out. I have tried uninstalling the program, but since the Firefox components are "in use", they won't uninstall.
04-17-2010 11:08 PM - edited 04-17-2010 11:13 PM
"The program, Smart Web, is FREE...."
As someone else pointed out, the cost of the program is rolled into the cost of the printer. The fact that it is also available for free on their website is not an excuse for refusing to respond to legitimate questions about support and updates.
"When they have time, they might get around to fixing Smart Web.... or not."
Then why can't they just say they have do or don't have intentions to do an update? Is it so hard to simply communicate? It's all about customer service. Ignoring your customers is customer "dis-service". The fact that the software under discussion is free is not an excuse for customer "dis-service".
"It takes time to learn of the problem and then more time to create a fix."
Mozilla doesn't keep their development of Firefox a secret. If HP didn't know about the development of 3.6.x it's only because they chose to put their head in a dark place. Firefox 3.6.x was in development that long enough that HP could have had an update ready to go at nearly the same time FF 3.6.x was release. Intentional ignorance is no excuse for customer "dis-service".
"And if you check it, the Smart Web Printing web page doesn't say a thing about it working in Firefox in the first place."
Only because they edited the page to remove all references to Firefox after repeated reminders that SWP was not compatible with FF 3.6.x.
"So, all should feel grateful that it even works in Firefox 3.5.x at all !!!"
This has got to be one of the stupiedest comments I've read from anyone in a long time. Customers should be grateful that a product works at all? If a product we receive from a retailer/vendor/manufacturer even remotely functions in some sort of vaguely usable fashion we, the consumer, should be grateful? No, HP should feel grateful that we buy their hardware at all.
04-19-2010 06:35 PM
I understand the frustration of the users on this forum and agree that HP should support the latest version of FireFox (and Chrome) as well as Internet Explorer. That said it is HP's decision to support it or not. However the fact that the add-on can not be removed is a serious flaw that needs to be addressed, at the very least instructions for manually removing/deleting the add-on should be provided. Revering to an outdated version of the software, or completely uninstalling and reinstalling it for a single add-on is not an acceptable solution. I await a reasonable response, but I am not holding my breath.
04-19-2010 08:10 PM
04-20-2010 02:04 PM
Knucklehead, it's not just HP that lose interest in supporting products - my Western Digital external harddrive came with an excellent backup software (can't remember its name offhand), but when Vista came along their website simply suggested that I "purchase a compatible backup utility program" - Microsoft Synctoy is OK but not a patch on the original program.