Problems with Printer Service

[Wee12026]

Months ago, I signed up for HP All in One plan. Two months into the process my printer stopped connecting to my wifi and stopped communicating with my computer. HP customer service is a web of AI chat bots. Each time that I used the customer service, the technician cut me off after 20 minutes without solving the problem. This has happened four times. Then HP sends me acknowledgement off the cut-off, and then an acknowledgment that my case has been closed. And so I am left with my broken printer, an endless bill and no recourse. When I decided to cancel my contract, I found out that there was an early cancellation fee of $300 buried deep inside the contract. Does know how to speak to the Retention or Escalation Department?

[GOLD_MASTER]

Hi @Wee12026,

I'm sorry you've been left with a printer that won't connect and an ongoing bill. Contract, cancellation fees and replacements under the HP All-In Plan can only be handled by HP, so I've notified the moderators so an HP specialist/technical agent can contact you directly and help you efficiently. Please check your private messages (envelope icon at the top right) and don't post personal data (serial number, email, phone, address or card details) publicly. You can also reach HP here: https://support.hp.com/contact-hp

[Deep_World]

Hi @Wee12026 
 

Thanks for reaching out!

I do hear about the experience you’ve had getting assistance with your printer and service plan and also especially when the printer is no longer connecting to Wi-Fi while the subscription continues.

To help with the printer issue, kindly confirm is the blue Wireless light blinking, solid, or off?

• Has your Wi-Fi/router or network password changed recently?
• Does the printer appear in the HP app on your Windows 11 computer?

Meanwhile, kindly try these steps and confirm :  

1. Restart the printer, computer, and Wi-Fi router.
2. Make sure the computer and printer are connecting to the same Wi-Fi network.
3. If you use a VPN on the computer, disconnect it temporarily during printer setup. HP Support specifically recommends disconnecting from VPN during setup. 
4. Restore the printer to Wi-Fi setup mode, wait until the Wireless light begins blinking blue, and then use the HP app to add the printer again. HP Support provides instructions for restoring Wi-Fi setup mode when a printer loses its connection. ( Click here for HP documer explaining about the Restore Wi-Fi setup mode on your HP printer  )
5. Also check for the latest printer firmware, as the HP Smart Tank 6000 series support page recommends a firmware update to improve network connectivity and address Wi-Fi connection issues.  

You can follow the official HP Smart Tank 6000 series setup and Wi-Fi troubleshooting guide here: HP Smart Tank 6000 series Setup. 

  From what you’ve described, the main technical issue is that the printer has lost its Wi-Fi/network connection, so it can no longer communicate with your Windows 11 computer. Restoring Wi-Fi setup mode and reconnecting through the HP app can help establish that connection again. The cancellation charge is a separate account/subscription matter and should be reviewed by the appropriate HP support team.

Also, kindly share your previous HP case ID/reference number via private message so we can check the last update on the case and better understand what assistance was previously provided.

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name. Alternatively, you can click on this link. 

You can use this link as well: 

Private Messages - HP Support Community

[Wee12026]

I have been told by two employees that HP tech support was going to reach out to me. They have not. I am left paying for an unusable printer for contractually for three years with no company support or access. I don't no why this is not illegal.

[GOLD_MASTER]

@Deep_World thank you!

[Deep_World]

Hi Wee12026, 
 

Thank you for your response. I understand why you are concerned, since you were advised by two HP employees that Technical Support would reach out and you are still waiting for that contact.

Could you kindly let me know how you contacted HP previously (phone, chat, email, or another channel) and what you were advised during those conversations?

If a case was created, kindly share the HP case/reference ID via private message so we can better understand the previous assistance provided and help determine the next steps.

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name. Alternatively, you can click on this link. 

You can use this link as well: 

Private Messages - HP Support Community