Poor Customer Service

[Mistreated]

I am writing to let you know that while I am but a tiny little fish in your sea of customers, you have completely burned this bridge of customer satisfaction.  I have owned almost nothing but HP products for the last 25+ years.  I have always been vocal in my support for your products and your company … until now. 

Just under a year ago, my trusted HP Printer was in need of a new print head.  Since the ink cartridges were getting difficult to find and very expensive, I opted to double the $150 for the print head and buy a new printer.  I knew I wanted a smart tank printer that uses ink rather than cartridges as the refills are so much less expensive than the cartridges.  I of course searched HP and what was available in the smart tank printers.  I settled on the 651 and purchased it online directly from HP on Sunday June 13, 2020.

Towards the end of summer 2020 the printer exhibited a Cartridge Problem.  This happened a number of times over October/November until around Thanksgiving the problem was becoming a regular occurrence.  And on December 7th the print cartridge would not locate home and would SLAM into the sides of the printer (violently enough you could see the printer move).  I called HP Support on Monday December 7th and requested a return call (case # 5058197610).  On December 9th I sent support message that I was still waiting for customer support.  When I finally managed to contact support and walked through all the troubleshooting steps that the automated system walked me through, it was determined the printer would return to HP for repair or replacement.   I requested a refund at this time, but was convinced to let HP try to make it right and fix/replace my printer.  December 16th, I received an email that the printer was received at HP.

January 9th I still had no printer, but had received notice that a new printer was being sent out and estimated delivery was January 9th.  January 13th, I received notice that the printer had shipped and I should receive it January 9.  It arrived the 15th.  Less than a week later I began getting the familiar Cartridge Error message.  I called on January 21st and was talking with an HP Support technician, the line disconnected and I assumed I would get a call back.  (That is why the question gets asked, “Your phone number, in case we get disconnected?” Correct?)  January 25th, I called back and spoke with another HP support technician, Jim (Case # 5060255008).  Jim determined that we needed to replace the cartridge itself and sent me a new one. (CS Order # BRBV5220-01).  I again requested a refund at this time, but Jim was very persuasive and asked me to give HP one more chance to fix the problem.  March 3rd, I received notice that this cartridge had shipped, received it a couple days later.  Installed new cartridge on March 5th @ 730 am.

March 9th, just 4 days later, I began getting the same cartridge error message.  I did not have 2 hours or more to spare on the phone, yet again, but I recorded each error message received.  May 7th the error occurred 9 times in one day, unacceptable.  I was back on the phone with HP support and requested a refund (Case # 5065907079).  I was politely told that because I had agreed to service the equipment a refund was no longer possible!  Why had that little loop hole never been disclosed originally?  The Support Technician determined the cartridge needed replaced and while skeptical at this point, what choice did I have?  I asked what assurance I would have moving forward if this problem continued to persist.  I was told that my warranty was good until June 14th (1 year from my original purchase), or I could buy an extended warranty.  Why should I need to buy an extended warranty on a piece of crap that the company should be working to make right?   I was trying to work with a company that apparently has no intention of standing behind their faulty equipment.

May 18th, I installed the 2nd new cartridge (CSOrder # brjp1781-01).  June 4th and June 7th, I received the same cartridge error message I was so accustomed to by now.  I have purchased a new printer from a different manufacturer and will never buy an HP product again.  Oh, and I will mention this to everyone I know, and warn them against spending any money with a company that cares so little about the quality of their product and is only interested in selling parts, cartridges and extended warranties.  Good companies stand behind their products and don’t cheat their customers.

[KrazyToad]

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[Mistreated]

KrazyToad, I do not see a private message.  Just 2 notices that let me know there had been a reply to my post yesterday.

[Prométhée · Accepted solution]

hi

@Mistreated 

Did you check the private messages but directly in the community here

How To Send A Private Message

[Mistreated]

Your private message said, "I have escalated your case on priority and a case manager will reach out to you soon"  that was June 15th.  It is now June 29th and I have never heard from anybody.  Again proof your company has no intention of making this issue right.  Too bad, I used to think HP stood for something ... quality, customer service, integrity .... apparently either I was wrong or that has changed, very sad.