EFAX UK INVALID ZIPCODE ESTATION c510a - **URGENT** PLEASE HELP!! [ Edited ]

[Smiler594]

COULD A SENIOR HP TECH SUPPORT OR MARKETING REP TAKE OWNERSHIP OF THIS COMPLAINT URGENTLY AND RESPOND WITH A FIX ASAP. THANKYOU

THIS IS THE SECOND C510A I HAVE BOUGHT IN THE UK WITH THE EXACT SAME PROBLEM!!

PROBLEM:

Efax UK does not work with my estation c510a tablet printer. I bought this printer at a premium price to be used as advertised ie including the fax. But so far the fax will not work.

SUMMARY OF STEPS TAKEN TO DATE

1.The sign up page when registering efax on the zeen tablet will not accept my UK postcode. It returns "invalid postcode" regardless of me trying several different UK postcodes (zip code) WITH ALL FIELDS ENTERED CORRECTLY AND EUROPE/DUBLIN CHOSEN. I AM IN LONDON.

2.Zeen has been updated to latest firmware. Country has been changed to UK English in settings, as has the time to GMT.

3.I have trouble shooted with HP UK technical support and so far they are unable to find an answer.

4.I have called efax uk and they say it is an HP issue not their concern.

This is the second estation c510a I bought, the first one was purchased 4 months ago from a different retailer (bestbuy Lakeside thurrock) and had the same problem so I returned it as not being fit for purpose. I bought the second one thinking HP would surely have resolved this silly critical issue by now but they havent or at least I am not yet aware of a fix.

If someone, anyone, could tell me how to get the fax on this printer to work you would save me doing a return or exchange and I would be most grateful.

Otherwise it seems absolutely atrocious to me (as a consumer and a HP fan) that HP could put out a printer and not have a fix for its advertised function??? I am sure I am not an isolated case. It seems an absolute fundamental mistake that senior HP executives ought to address with a matter of urgency as it risks damaging HP's business reputation and customer goodwill in the future as well.

COULD A SENIOR HP TECH SUPPORT OR MARKETING REP TAKE OWNERSHIP OF THIS COMPLAINT URGENTLY AND RESPOND WITH A FIX ASAP. THANKYOU

[SedonaF]

Welcome to the HP Consumer Support Community.  This is a peer-to-peer community for customers to connect and share solutions regarding their HP products.  If you have additional or direct feedback for HP about their products or services, please use the link below.

http://welcome.hp.com/country/us/en/wwcontact_us.html

If you have other questions and concerns, please feel free to send me a private message.

[Smiler594]

SunshineF, understood, so I am here for a peer to peer solution to the C510a efax UK problem.

Can someone help me please?

[PrintApper]

---

Smiler594 wrote:

SunshineF, understood, so I am here for a peer to peer solution to the C510a efax UK problem.

Can someone help me please?

---

We are sorry to hear of your problems setting up eFax on your Photosmart eStation C510.  We have many other eFax accounts that have been successfully setup in the UK on the eStation C510 so we are surprised to hear of your difficulty. From you description, it appears that you are doing everything correctly.  In order for us to perform additional testing, would you be willing to provide us the UK postal code you are using to try and setup  eFax?  Hopefully, this will allow us to troubleshoot your particular issue and provide you a satisfactory solution.

[Smiler594]

My UK postcode is IG3 9SJ

feel free to use it in any testing to get the advertised efax function to work.

I have so far been to 4 different pc and electronics stores both in London and outside of London and each time was unable to get any UK postcode registered with efax on the efax registration page as displayed on the zeen with webservices enabled and it docked to the estation or without docking. In each case it resulted in "invalid postcode"

I alerted the manager of each store to this and of the 5 printers tested in 4 stores all five reported the same error. I was told by one senior customer tech support agent instore that he had found the same problem with two sales of the this printer previously and had advised his sales staff to expressly mention this problem to any customer who expressed an interest in efax use with the printer as a possible problem they will face when taking it home which is so far unresolved.

I put it to you, or anyone out there, that if anyone has a solution, pls forward it to me as so far hp tech support in the UK has failed to find a solution since it being reported on this paticular case reference on March 19th, and four months previously on another estation which i had to return and ask for a refund as it being sold unfit for purpose.

Many thanks

[PrintApper]

Thanks for your patience and for getting back to us...the info has been passed on to our engineers, we will get back to you as soon as we have any updated information.   

UPDATE: 

We are working with J2 Global Communications, who provides this eFax service.  They are aware of the issue and have let HP know they are working to resolve it as quickly as possible.  HP is tracking this issue with J2 Communications and will notify you when it has been resolved.

Again, thank you for reporting this issue to us.

[PrintApper]

We have been working with J2 Global Communications and have determined a 2 step solution with respect to the issue you reported.   One is immediate that you can do today.  The second is long term.

The issue: The postal code verification during eFax registration is too strict and doesn't allow the user to omit the space, or use lower case characters, in a UK postal code.

Immediate solution – UK only

As you stated, we assume your Region code/country code setting in the device is UK.   To double check from Home, choose Settings Menu, then Settings, Preferences, Language & Keyboard.    During registration for eFax services in the eFax application, input your postal code into the field exactly as you provided it to us with a space between the “outward” and the “inward” portions of the postal code.  IG3 9SJ 

We have verified via our testing that for the postal code to be successfully accepted it must be in all caps and input as shown with the space between the two portions of the postal code.    Note: For all UK customers, adhere to the same rules of All caps and a space as well between your postal district and your delivery office/area.

Long term

We have made improvements to the eFax application to be included with an update scheduled for April.   HP and J2 are discussing a review of the server side logic and potential changes to be even more tolerant and open to variances in postal codes where/if needed.

Please let us know if the immediate resolves the issue for you.  Thanks very much. 

[Cal84]

I have encountered this with my customers before.   namely UK customers.

Please use an american Zip code.  eg. 90210 

This will bypass and give you a pin and efax number.  This will work. I have tested and sent fax copies to the customer and they have been received.

I do not speak directly for HP.

Thankyou

-Cal

[Cal84]

Also please note using a "fake" Postcode on this occassion will not interfere with the registration process as eprint and efax service relies on email & internet services and not with addresses. 

If my answer solves your issue please give a kudos. 

Thankyou

[paulsavo]

hi can someone please help me, I have a 7510 and cant get efax to work, I can register but cannot send or receive any messages, all messages say busy/try again I am entitled to 20 free per month.. I live in UK have even tried a static ip address.. I have connected through BT HUB 3..please help