"Negotiations? We've lost all communication"

[Duane_D]

http://h30434.www3.hp.com/t5/Inkjet-Printing/quot-Negotiations-We-ve-lost-all-communication-quot/m-p...

Product Name: HP Photosmart 7520 CN642A

Operating System: Microsoft Windows 10 (64-bit)

   I've tried to negotiate with HP regarding grievances in legality as far as my printer and the massive amount of misinformation and disinformation I've received from their "technical support team" who seems to be more interested and much more versed in sales rather then actual technical support.  I've talked with case managers, "technical support team members", and escalation supervisors.  They've all given me the same song and dance about how whatever grievances I have they are unable to settle them amicably because of some technical issue that prevents them from settling it in a way I find amicable; that is until I challenge them on the grievance to siting the fact that whatever I've been asking for  has been offered to me before by someone in a lower position then they themselves are in.  Therefore I've now contacted all the consumer protection agencies I feel have the ability to mediate my grievances in legality as well as warranty issues.  The most maddening thing I've come across is the complete and utter deniability of HP as well as coming to "technical support" with legitimate questions in which they try to sell me something rather then solve my problem.  Perfect an outrageous example; I asked a technical support team member about a discount I was offered on ink and what that was, and if I could still receive it.  This is what he had to say. 

18:31 Connecting to: www04-005.logmeinrescue-enterprise.com:443
18:31 Connected to Instant Chat
18:31 Dean: Welcome to HP Customer Support & Services for Imaging & Printing Group. My name is Dean. Please give me a minute while I review your problem description details.
18:33 Dean: Hi Jonathan, could you please elaborate the issue?
18:33 Jonathan Wingelaar: USA 5862558661
18:33 Jonathan Wingelaar: I was told by a customer service representative earlier that I could receive ink at a discounted price
18:34 Jonathan Wingelaar: 8:39 AM Renald: WE are From Hp.ANd your product is Hp product.I suggest you to take ink cartridge directly from HP.We have some ink cartridge combo offer at very discounted price.If you want then you can check it out.
8:39 AM Renald: It is really good
8:39 AM Renald: Would I go and let you know?
18:34 Dean: Alright, so would you like me to share the prices with you?
18:34 Jonathan Wingelaar: yes, I would like to know if he was offering me a special promotion or if he was just informing me of your ink prices
18:35 Dean: Sure, please allow me a moment.
18:35 Jonathan Wingelaar: also upon looking I noticed you don't offer xl cartridge combos at a discounted price, can I inquire as to why?
18:36 Dean: Let me check the prices.
18:36 Dean: May, I know your shipping address?
18:36 Jonathan Wingelaar: or xl cartridge combos at all
18:36 Jonathan Wingelaar: [Personal Information Removed]
18:37 Jonathan Wingelaar: USA the earth the universe, third rock from the sun
18:37 Dean: That was really funny.
18:38 Dean: However, you missed the Moon!
18:39 Jonathan Wingelaar: well the moon orbits the earth so at any given time dependent on where you are on the planet and what time it is it could be third or fourth. Pardon my cynicism I've had troubles recently with HP.
18:40 Jonathan Wingelaar: as far as I know I'm pretty sure mercury and venus don't have any moons to speak of.
18:41 Dean: Well, I believe you are from NASA!
18:43 Dean: Jonathan, we have HP 564 Ink Combo Kit @$56.08+Taxes (if applicable), HP 564 XL Ink Combo Kit @$93.96+Taxes (if applicable).
18:43 Jonathan Wingelaar: Listen I know you are just doing your job I just get tired of repeating the same information again and again. My shipping address should have been in the form I filled out prior to our chat so I don't see why I need to supply you with it again but i don't know your system. You're just trying to do your job and I respect that, I'm just looking for information. I will keep the cynicism in check
18:45 Jonathan Wingelaar: that's not the numbers I"m coming up with
18:45 Jonathan Wingelaar: $35.99 for regular combo
18:45 Dean: Well, let me check again, what the best I can do here.
18:46 Jonathan Wingelaar: no option f or XL
18:46 Jonathan Wingelaar: HP 564 Combo-pack
Model B3B33FN
259 reviews
$35.99
18:47 Dean: Where, did you check this information?
18:47 Jonathan Wingelaar: https://h22203.www2.hp.com/SureSupply/printers/Ink/HP-Photosmart-7520-e-All-in-One-Printer
18:49 Dean: Alright, let me check what the best offer I can get you.
18:54 Jonathan Wingelaar: Charging the consumer a price grossly in excess
of the price at which similar property or services
are sold. This is a quote from michigan state law specifically the consumer protection act. This is another quote from the same law Making a representation of fact or statement of
fact material to the transaction such that a person
reasonably believes the represented or suggested
state of affairs to be other than it actually is.
18:54 Jonathan Wingelaar: I believe your above statements are legally in breach of both
18:56 Dean: Jonathan, I am just providing you the charges which is displaying on your account.
18:56 Dean: However, I am checking the discounted prices as well.
18:56 Dean: Please bare with me.
18:57 Dean: That was just the base price which I shared with you.
18:59 Dean: After 10% discount the XL combo cartridges would case you $84.56+Taxes (if applicable).
18:59 Dean: Cost*
19:00 Jonathan Wingelaar: I didn't' ask you for the base price, I asked you for the discounted price I was offered earlier.
19:01 Dean: So, are you interested?
19:06 Jonathan Wingelaar: what's the price for the regular
19:06 Dean: Let me check again.
19:10 Dean: Well after 20% discount the regular size ink cartridge is $44.86 + Taxes, and XL cartridges are $75.17 + Taxes.
19:16 Dean: So, what have you decided?
19:21 Jonathan Wingelaar: I've decided that your prices are in excess to what i would pay on your own website, and that what you've offered as a "discount" does not reflect what either in your own website or on amazon would offer.
19:22 Jonathan Wingelaar: how is that a discount in any way?
19:25 Dean: Well, this is the best I can offer you currently.
19:27 Jonathan Wingelaar: but it's in no way an offer, I could understand if you offered me a discounted price on your own ink sales prices, disregarding your competitors, however you aren't even offering me that.
19:29 Jonathan Wingelaar: which kind of brings me to the conclusion that you are either given false information about your own prices offered on your website, or pushed to sell ink at a higher price then HP themselves offer.
19:33 Dean: Well, I am providing you the correct information which is displaying at my end, however if you want to buy from the website then its up to you.
19:33 Connecting to: www04-001.logmeinrescue-enterprise.com:443
19:33 Connecting to: www04-005.logmeinrescue-enterprise.com:443
19:34 The customer ended the session.
19:34 Disconnected (Chat)
19:38 The technician ended the session.

Now it's one thing not to be able to offer a better value then your competitors, it's quite another to not be able to compete with yourself?  I was astonished, what he said to me made no senese whatsoever, and if I hadn't done my research I would have bought ink at an extremley high price, much higher then HP themselves were offering me via there website.  The best he could offer me was about 10 dollars more then HP was offering me?  Mind you that's with a 20pct discount.  Well the technical support team member quickly disconnected the chat before giving me a case ID or explaining why the best price on ink he could offer me was 20pct off which was still about 10 dollars more then HP was offering me on their website.  Do yourself a favor and don't buy anything from technical support or the sales team at HP.  They are trying to sell rather then help you with whatever problem you're facing.  He even cancelled out the server side chat, I suspect, so I couldn't get a record of what he had said.  Luckily a different kindly "technical support team" member was able to provide me with the chat log.  I'm strongly beginning to wonder why they call themselves "technical support" when it seems all they try to do is sell me **bleep** and don't have any idea about common fixes to my problems.  I tested this by asking 3 "technical support" team members if I could print  using only black ink, now upon looking for a copy of my warranty I stumbled upon a pdf of the manual for the 7520.  In it, it specifically states how to print in black only.  However when I asked 2 out of 3 of the sales team members said straight out "no" I could not print using black ink only contrary to what the manual says.  The third offered me a link where I might find the answer to my problem which is the best i can hope for from their "technical support" team.  How bout, and this is just a shot in the dark, HP starts training their "technical support specialists" in technical support a little better and in high priced sales a little less.  I really can't fathom the number of people they've dupped using fancy words and techncialities into buying things at prices they themselves can beat.  HP has taken a nose dive straight down into a poorly run company and has no regard or desire to help it's customers, with their only interest being in selling you more **bleep** that breaks down and of which they deny your warranty ( in my particular case, my warranty expiration date has changed 4 times in a week ) and/or try to sell you something you don't need at prices that are exhorbently high, even for themselves.

[Duane_D]

   I've tried to negotiate with HP regarding grievances in legality as far as my printer and the massive amount of misinformation and disinformation I've received from their "technical support team" who seems to be more interested and much more versed in sales rather then actual technical support.  I've talked with case managers, "technical support team members", and escalation supervisors.  They've all given me the same song and dance about how whatever grievances I have they are unable to settle them amicably because of some technical issue that prevents them from settling it in a way I find amicable; that is until I challenge them on the grievance to siting the fact that whatever I've been asking for  has been offered to me before by someone in a lower position then they themselves are in.  Therefore I've now contacted all the consumer protection agencies I feel have the ability to mediate my grievances in legality as well as warranty issues.  The most maddening thing I've come across is the complete and utter deniability of HP as well as coming to "technical support" with legitimate questions in which they try to sell me something rather then solve my problem.  Perfect an outrageous example; I asked a technical support team member about a discount I was offered on ink and what that was, and if I could still receive it.  This is what he had to say. 

18:31 Connecting to: www04-005.logmeinrescue-enterprise.com:443
18:31 Connected to Instant Chat
18:31 Dean: Welcome to HP Customer Support & Services for Imaging & Printing Group. My name is Dean. Please give me a minute while I review your problem description details.
18:33 Dean: Hi Jonathan, could you please elaborate the issue?
18:33 Jonathan Wingelaar: USA 5862558661
18:33 Jonathan Wingelaar: I was told by a customer service representative earlier that I could receive ink at a discounted price
18:34 Jonathan Wingelaar: 8:39 AM Renald: WE are From Hp.ANd your product is Hp product.I suggest you to take ink cartridge directly from HP.We have some ink cartridge combo offer at very discounted price.If you want then you can check it out.
8:39 AM Renald: It is really good
8:39 AM Renald: Would I go and let you know?
18:34 Dean: Alright, so would you like me to share the prices with you?
18:34 Jonathan Wingelaar: yes, I would like to know if he was offering me a special promotion or if he was just informing me of your ink prices
18:35 Dean: Sure, please allow me a moment.
18:35 Jonathan Wingelaar: also upon looking I noticed you don't offer xl cartridge combos at a discounted price, can I inquire as to why?
18:36 Dean: Let me check the prices.
18:36 Dean: May, I know your shipping address?
18:36 Jonathan Wingelaar: or xl cartridge combos at all
18:36 Jonathan Wingelaar: [Personal Information Removed]
18:37 Jonathan Wingelaar: USA the earth the universe, third rock from the sun
18:37 Dean: That was really funny.
18:38 Dean: However, you missed the Moon!
18:39 Jonathan Wingelaar: well the moon orbits the earth so at any given time dependent on where you are on the planet and what time it is it could be third or fourth. Pardon my cynicism I've had troubles recently with HP.
18:40 Jonathan Wingelaar: as far as I know I'm pretty sure mercury and venus don't have any moons to speak of.
18:41 Dean: Well, I believe you are from NASA!
18:43 Dean: Jonathan, we have HP 564 Ink Combo Kit @$56.08+Taxes (if applicable), HP 564 XL Ink Combo Kit @$93.96+Taxes (if applicable).
18:43 Jonathan Wingelaar: Listen I know you are just doing your job I just get tired of repeating the same information again and again. My shipping address should have been in the form I filled out prior to our chat so I don't see why I need to supply you with it again but i don't know your system. You're just trying to do your job and I respect that, I'm just looking for information. I will keep the cynicism in check
18:45 Jonathan Wingelaar: that's not the numbers I"m coming up with
18:45 Jonathan Wingelaar: $35.99 for regular combo
18:45 Dean: Well, let me check again, what the best I can do here.
18:46 Jonathan Wingelaar: no option f or XL
18:46 Jonathan Wingelaar: HP 564 Combo-pack
Model B3B33FN
259 reviews
$35.99
18:47 Dean: Where, did you check this information?
18:47 Jonathan Wingelaar: https://h22203.www2.hp.com/SureSupply/printers/Ink/HP-Photosmart-7520-e-All-in-One-Printer
18:49 Dean: Alright, let me check what the best offer I can get you.
18:54 Jonathan Wingelaar: Charging the consumer a price grossly in excess
of the price at which similar property or services
are sold. This is a quote from michigan state law specifically the consumer protection act. This is another quote from the same law Making a representation of fact or statement of
fact material to the transaction such that a person
reasonably believes the represented or suggested
state of affairs to be other than it actually is.
18:54 Jonathan Wingelaar: I believe your above statements are legally in breach of both
18:56 Dean: Jonathan, I am just providing you the charges which is displaying on your account.
18:56 Dean: However, I am checking the discounted prices as well.
18:56 Dean: Please bare with me.
18:57 Dean: That was just the base price which I shared with you.
18:59 Dean: After 10% discount the XL combo cartridges would case you $84.56+Taxes (if applicable).
18:59 Dean: Cost*
19:00 Jonathan Wingelaar: I didn't' ask you for the base price, I asked you for the discounted price I was offered earlier.
19:01 Dean: So, are you interested?
19:06 Jonathan Wingelaar: what's the price for the regular
19:06 Dean: Let me check again.
19:10 Dean: Well after 20% discount the regular size ink cartridge is $44.86 + Taxes, and XL cartridges are $75.17 + Taxes.
19:16 Dean: So, what have you decided?
19:21 Jonathan Wingelaar: I've decided that your prices are in excess to what i would pay on your own website, and that what you've offered as a "discount" does not reflect what either in your own website or on amazon would offer.
19:22 Jonathan Wingelaar: how is that a discount in any way?
19:25 Dean: Well, this is the best I can offer you currently.
19:27 Jonathan Wingelaar: but it's in no way an offer, I could understand if you offered me a discounted price on your own ink sales prices, disregarding your competitors, however you aren't even offering me that.
19:29 Jonathan Wingelaar: which kind of brings me to the conclusion that you are either given false information about your own prices offered on your website, or pushed to sell ink at a higher price then HP themselves offer.
19:33 Dean: Well, I am providing you the correct information which is displaying at my end, however if you want to buy from the website then its up to you.
19:33 Connecting to: www04-001.logmeinrescue-enterprise.com:443
19:33 Connecting to: www04-005.logmeinrescue-enterprise.com:443
19:34 The customer ended the session.
19:34 Disconnected (Chat)
19:38 The technician ended the session.

Now it's one thing not to be able to offer a better value then your competitors, it's quite another to not be able to compete with yourself?  I was astonished, what he said to me made no senese whatsoever, and if I hadn't done my research I would have bought ink at an extremley high price, much higher then HP themselves were offering me via there website.  The best he could offer me was about 10 dollars more then HP was offering me?  Mind you that's with a 20pct discount.  Well the technical support team member quickly disconnected the chat before giving me a case ID or explaining why the best price on ink he could offer me was 20pct off which was still about 10 dollars more then HP was offering me on their website.  Do yourself a favor and don't buy anything from technical support or the sales team at HP.  They are trying to sell rather then help you with whatever problem you're facing.  He even cancelled out the server side chat, I suspect, so I couldn't get a record of what he had said.  Luckily a different kindly "technical support team" member was able to provide me with the chat log.  I'm strongly beginning to wonder why they call themselves "technical support" when it seems all they try to do is sell me **bleep** and don't have any idea about common fixes to my problems.  I tested this by asking 3 "technical support" team members if I could print  using only black ink, now upon looking for a copy of my warranty I stumbled upon a pdf of the manual for the 7520.  In it, it specifically states how to print in black only.  However when I asked 2 out of 3 of the sales team members said straight out "no" I could not print using black ink only contrary to what the manual says.  The third offered me a link where I might find the answer to my problem which is the best i can hope for from their "technical support" team.  How bout, and this is just a shot in the dark, HP starts training their "technical support specialists" in technical support a little better and in high priced sales a little less.  I really can't fathom the number of people they've dupped using fancy words and techncialities into buying things at prices they themselves can beat.  HP has taken a nose dive straight down into a poorly run company and has no regard or desire to help it's customers, with their only interest being in selling you more **bleep** that breaks down and of which they deny your warranty ( in my particular case, my warranty expiration date has changed 4 times in a week ) and/or try to sell you something you don't need at prices that are exhorbently high, even for themselves.

[JeffHelp]

01/06/16 - Jeff reached out to customer