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‎08-01-2010 09:03 AM

HP Recommended

This was sent to me in a private message:

All-in-one printer chat support

From: tradebanker
To: Moderator
on 07-31-2010 07:53 AM
Add tradebanker to FriendsIgnore tradebanker

Wendy,

I was using chat support today with Katherine to follow up on a printer problem with my J6480(SN# MY86R1142F).  I had called in before and spent a lot of time with a tech troubleshooting.  He offerred to send me a replacement printer but I wanted to first try a new color cartidge.  He said the call info would be with ny serial number, and call if the new cartidge did not work.  It didn't, but now Katherine tells me 1) warranty has expired , 2) She can't escalate it to a supervisor, and 3) I can escalate by calling phone support - a chargeable call. 4) She will sell me a new $400 unit for $9 off what I can get it for on HP's website.

 

I support HP servers, a couple of PCs, several printers, etc.  Your support has always been excellent.  Having a service rep refuse to escalate and try to earn sales commission by not solving my problem is not what I expected.

 

I did not originally expect you to replace the printer- but you told me you would.  I bought two color cartidges #75 to try to save us both the trouble of shipping the units.  Now I am out for a new printer and two color ink cartidges. I feel cheated.

 

Tom Henner

404-289-7658

Wendy M - HP Support Forums Moderator

Click the Kudos star as a way to say "thank you" for helpful posts.
Be sure to come back and click the 'Accept as Solution' button on the post that solved your issue - it may help someone else.
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3 REPLIES 3

‎08-02-2010 09:22 AM

HP Recommended

Good morning Wendy,

 

Is there a link to the attached post?

 

Jeff

Although I am an HP employee, I am speaking for myself and not for Hewlett-Packard.
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‎08-02-2010 09:31 AM

HP Recommended

This was sent to Wendy via Private Message.


  • Clicking the "Kudos star" to the left is a great way to say thanks!

  • When your problem has been solved, accept the solution by clicking the "Accept as Solution" button to help other members in the future!

Rules of Participation
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‎08-31-2010 05:56 PM

HP Recommended

08/31/10 - We will not be reaching out to customer.

 

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