Extremely poor customer support via phone and virtual.

[kel1gal]

3 issues - still no help after using the phone support and virtual assistan. 

Virtual assist can not connect - 3 different attemps 3 different days

Customer support on phone - 

Needed help with the printer 9010 billing.  She said it was out of her realm...only help with toner.  

Needed help with defective toner and no backup - would order toner.  Have done this 4 times - still no toner. 

HP  ENVY Inspire - was defeective.  Sent back in April.  Replaced with new one.  Have tried to cancel credit card but still billing monthly for this printer since april.  Asked on phone for refund.  Said only $8.00.   Asked for Supervisor and st on hold for appprox 10 minutes...same agent came back and started to review issue.  Asked for name and rank...said she was an agent.  Again asked for supervisor now on hold for 15 mins...this time no music no answer just dead air.   

Finally got supervisor - Marvin- Proper assistance...applying refund and sending express ink cartridge and back up set and explanation of services.  If they could all be like Marvin...customer support would be much better. Thank you to Marvin!

BUT - Customer Services really needs attention.  3 vehicles to obtain support and all defective.  Poor quality makes folks want to move to another printer company.  Purchasing or leasing printer to find it dead in the water due to faulty cartridges is not acceptable especially when you have to go Staples to print for twice the price!   Epson EcoTank is looking better and better.   2 printers with issues is 2 too many.