Customer Service

[RobertZZ]

My company recently purchased 2 new HP Lazerjet P2055dn printers for the shop floor.  This is the first time we purchased HP printers since we normally by IBM or Lexmark.  We connected the printers via ethernet connect to our  IBM I-series.  Once the printers were hooked up, we were able to print reports on the printer but always had to press the OK button to start the print job and after each report we were getting an information page with User/Host/Class/Job data.  When I called for support 3 TIMES, each time they told me it was an I-series override printer issue and that they don't support ethernet connections to their printer, only Microsoft.  Not only that, one made me register the products before she would talk to me.  After that, I worked with my company's technical team to resolve the issues.  Both issues were resolved by making the correct settings on the PRINTER.   The information page issue was resolved by disabling the "LDP banner page" flag.  The print start issue was resolved by changing the "Paper Out Handling" option.   The point is that the service I received was poor at best.  I was in Europe at the tim and my tech. staff was in Canada and I had to wait 6 hours to talk to them.  HP  should train their support people to listen to the people with the issue before they make untrue statements and passing the buck.   I hope that HP reads this and tries to improve their service.      regard

[SedonaF]

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