problem with customer support

[Frazled]

I'm contacting the company to log a complaint. I just got off the phone after attempting to get support for a laptop (that was purchased in May and was under warranty) issue (would not print after updating a router). The wireless printer though would print from other devices (ex: cell phone). The technician said the printer which was working fine was "OUT OF WARRANTY" and it would cost me $20.00 to trouble shoot the problem. This doesn't make sense to charge money for a printing issue when the printer works fine and the laptop doesn't print.

[Dragon-Fur]

@Frazled 

Welcome to the HP Community --

Dragon Opinion

The computer - assuming it is healthy and on the network - has little to do with whether the printer can connect to the router and / or your network.

What?

The standard computer hardware warranty, that is the part of your equation "in Warranty" does not cover software - that's standard.  Computer setup and standard setup Windows / HP software help might be covered for a brief period after purchase (2 weeks??).

In particular --

The computer hardware warranty does not cover printer software (installing or using), nor does the warranty cover connecting a printer to your network.

In the context of these limitations, the charge for printer service was perhaps the only response the tech could provide.

Regardless, you are certainly the owner of your opinion on the matter - should there be a response from our Moderator team, look for the agent to respond here before using other means to contact you.

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What to do?

If you know your printer and you know how to do so,

Consider uninstalling / reloading the printer software as a means to regain control of the printer in its new network setup.

and / or

Offline Condition

Although the printer appears to be switched on, it does not communicate with other devices on your network.

Consider >> Restart All

Restart Everything, including the router that controls your network

Next,

Offline - Known solutions, presented in the order to be completed / considered

  HP printer is offline or not responding - Windows / Mac  

Section “Advanced Troubleshooting” > Solutions specific to Windows / MacOS / HP Smart (Printer Unavailable)

AND

Troubleshoot a Wi-Fi connection to an HP printer 

and / or

If the printer is on the network

If supported, use the Embedded Web Server (EWS) to check / adjust the network connection and SSID network name.

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Dual Band Network - Considerations

Reminders 

If the printer supports it, connecting using Ethernet is generally a better choice.

Some printers, particularly older models, only support Wireless at 2.4GHz

Some printers support Wireless at both 5GHz and 2.4GHz – but not at the same time

Regardless, if the printer won't work or cannot connect to your 5GHz SSID named network, connect to the 2.4GHz network.

If you are running a Dual Band Network,

 Check that the router is set up to broadcast all frequencies it supports.

Next,

If your router supports it,

On your router:

 Create a separate SSID named network for each frequency supported by the router

 What?  Create one SSID named network for 5GHz and one SSID named network for 2.4GHz

and

 Connect the printer to the SSID network on the frequency / band you want it to use.

In general,

• 2.4GHz is less fussy about obstacles and supports a longer distance (separation) between router and device (printer)
• 5GHz is faster

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Example – EWS – IPv4

EWS > HP Document / How-to

Use the HP printer Embedded Web Server (EWS)

Ethernet

Open your Browser > Type / enter the Printer IP address into URL / Address bar

Tab Network > Wired (802.3) > IPv4 Configuration

Wireless

Open your Browser > Type / enter the Printer IP address into URL / Address bar

Tab Network > Wireless (802.11) > IPv4 Configuration

As Available:

Tab Network > Wireless (802.11) > Advanced

Network Interface on / off, Network SSID name, Security Settings, Passphrase / Password

Select and connect to the correct SSID / network name for the bandwidth you are using.

Note:   It is not mandatory that you use a manual / static IP address.  Doing so can improve stability.

EWS_9025_Network_IPv4_Configuration_3

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References / Resources

HP Printer Home Page - References and Resources

Learn about your Printer - Solve Problems

“Things that are your printer”

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE: Content depends on device type and Operating System

Categories: Alerts, Troubleshooting, Ink & Paper, HP Software / Drivers / Firmware Updates , Setup & User Guides, Product Specifications, Account & Registration, Warranty & Repair

Open

 Printer Product Home

 Enter the device type and model name of your HP product

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