What do I do when HP cannot get a brand new T830 plotter to work ????

[kjcrawford]

I bought a brand new T830 just befiore Christmas 2018 and it has never worked properly.

First of all, the cutter didn't operate - found out after an irate call to HP Support that Design Jets don't work with Mac drivers and that the raster driver must be used (the current raster driver has been installed in every workstation) - problem 1 solved.

A couple of weeks later I started having the real problems, when sending a plot to plotter, it would send from the computer, the plotter would act as if it was receiving it and spend about 5 minutes with a spining wheel before spitting out a full blank sheet of paper (the size of the plot sent), we could then send plots to it (for a while at least).

Problem is that the issue is intermittant and there is no guarantee that this happens every time - only when we need a plot quickly (like all of the time).  The motherboard has been changed and it made a difference until a couple of hours after the engineer left. I have spent hours on the phone to a support team that has no understanding that as a business, I cannot afford to hang around on the phone and be available at a moments notice.

Has anyone come across this problem before - This only happens in a Mac environment, we have a laptop in the office and that has no problems with the plotter - just the Macs.  I am now at the stage I am going to basically buy a new plotter (not HP) and throw the other one in the bin.

[Repairatrooper]

Contact your vendor, get the name of the local HP rep and work with them. If you have those much of a documented history then I would push HP to repair or replacement,  and we have been successful for clients in having this done.

[kjcrawford]

Thanks,

Will do.  The plotter was boughgt from one of HP's authorised agents so I'm supposed to go through their support centre, but I will contact the vendor - they won't know anything about it though and will probably say I should have contacted them sooner.

[skuks]

Don't think that,

Printer has 1 year warranty at least(read little text :)!

Your problems - drivers for macos compatibility with this printer. Usual answer - update firmware, update drivers, uninstall and reinstall drivers... After doing these steps and no results - you have the right to bother maintenance support nonstop 🙂