crashd1 - Unsat Customer Support

[ValerieG]

http://h30434.www3.hp.com/t5/Printer-All-in-One-Install-Setup/Unsat-Customer-Support/m-p/1345777

I recently purchased an HP Officejet Pro 8600 all-in-one, and I was initially pretty happy with it. However, after setting it up and using it for a couple of weeks, I was unhappy with having to open the media tray and switch out paper for envelopes every time I wrote a letter. No sweat, I thought, the instructions reference an optional media tray I can install. So I used HP's web portal to find a compatible media tray, but unfortunately they were out of stock. I did a search and found a secondary source that delivered the tray in about 2 weeks.

When the tray arrived, I eagerly unpacked it, unplugged my printer, put the printer onto the tray and powered it back up. I put envelopes into the second tray and tried to print- nothing. Double checked, realized the second tray clearly says "paper only," changed drawers, tried again- nothing. Searched the issue online, came to these forums, read up, tried the recommended install- nothing. After a couple hours of checking, gave in and called customer support. Support was initially great, did a great job of identifying the problem and attempting a solution. Could not get it to work, CS said they would call back. Next day, different guy calls and says he's looked at the ticket and figured it out- my printer doesn't support a second media tray.

I was irritated, but at least we figured it out. Then I told him that I had used HP's site to find the media tray, he verified that the tray would come up as compatible to my printer and said that was an error and had to be fixed. We had a good conversation and he said he was passing me on to a case manager to resolve the issue for me.

I admit, I had no expectation of getting a new printer, or of being completely happy at the proposed solution. However, I expected some action on HP's part at that point. I said repeatedly that I liked the printer, it worked well, etc. The only issue was this incompatible media tray that I had purchased based on the instructions and HP's website. The case managers I spoke to were complete disasters, putting me on hold multiple times, were not knowledgeable about their own product, and had to be reminded what the issue was. The last one asserted that neither media tray could be used for envelopes, and that therefore HP could not do anything. When I asked to speak to her supervisor, she said she did not have one. After several hours on the phone at this point, and a couple of hours on the forums, I've had enough.

[SilviaHelp]

03/20/12  - Silvia reached out to customer.