HP doesn't honor their own warranty policy on home printers

[MrMatthew]

HP doesn't honor their own warranty policy on home printers

 [ Edited ] 

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12-08-2010 10:49 AM - last edited on 12-08-2010 11:45 AM

I purchased the printer new at a retail store on 11/1/10.  Almost immediately, it stopped grabbing the paper.  The rollers just spin.  I called tech support and went through a number of steps to fix it.  It did not work.  They shipped me a replacement.  It took me 2 hours to network that and after a few days, I had the exact same problem.  I called tech support again, we went throught the same steps and they shipped me a 3rd unit.  That one took 4 hours to network with the help of an HP technician in their India call center.  Finally it worked but after about 25 pages, it too stopped grabbing the paper.  The rollers just spin as though it is out of paper.  According to HP's own website where people rate their products, many other people have the exact same issue.  HP  knows about this.  In my opinion, it is a mechanical design flaw.  I don't want to go through all of this a 4th time.  I called their case manager, Carolyn who refused to give her last name at [Personal Information Removed].  She refused to refund my money or send someone over to fix it and also refused to give me the name or transfer me to her supervisor.   She wants me to try this a 4th time and then if it doesn't work again, "maybe we can talk about it".   I've had it with this company.  I do not want to do business with them again.  I just want my money back.  They can have their printer back.  Their own warranty states that they will refund your purchase price after a reasonable amount of time.  I think 5 weeks, numerous calls and trying 3 separate units is a reasonable amount of time.

http://h30434.www3.hp.com/t5/Printer-All-in-One-Install-and/HP-doesn-t-honor-their-own-warranty-poli...

[MrMatthew]

I purchased the printer new at a retail store on 11/1/10.  Almost immediately, it stopped grabbing the paper.  The rollers just spin.  I called tech support and went through a number of steps to fix it.  It did not work.  They shipped me a replacement.  It took me 2 hours to network that and after a few days, I had the exact same problem.  I called tech support again, we went throught the same steps and they shipped me a 3rd unit.  That one took 4 hours to network with the help of an HP technician in their India call center.  Finally it worked but after about 25 pages, it too stopped grabbing the paper.  The rollers just spin as though it is out of paper.  According to HP's own website where people rate their products, many other people have the exact same issue.  HP  knows about this.  In my opinion, it is a mechanical design flaw.  I don't want to go through all of this a 4th time.  I called their case manager, Carolyn who refused to give her last name at [Personal Information Removed].  She refused to refund my money or send someone over to fix it and also refused to give me the name or transfer me to her supervisor.   She wants me to try this a 4th time and then if it doesn't work again, "maybe we can talk about it".   I've had it with this company.  I do not want to do business with them again.  I just want my money back.  They can have their printer back.  Their own warranty states that they will refund your purchase price after a reasonable amount of time.  I think 5 weeks, numerous calls and trying 3 separate units is a reasonable amount of time.

http://h30434.www3.hp.com/t5/Printer-All-in-One-Install-and/HP-doesn-t-honor-their-own-warranty-poli...

[SilviaHelp]

12/09/10 - We will not be reaching out to customer.  sv