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HP envy
Microsoft Windows 10 (64-bit)

This rant started because of a very mundane and routine task I needed to perform quickly.

 

I needed to scan ONE document and save it to my PC, which I have down thousands of times with this printer. What made this occasion different is that for some reason I was logged out of HP Smart software.

 

I can not scan anything to my computer unless I am logged in to their service. This is ridiculous by itself, but it gets worse. After recovering my password (had to request the email THREE times before it came through) I was finally able to log in and scan my single document after 45 minutes. Feeling this was unacceptable I wanted to submit a general complaint to the company about my dissatisfaction. I first tried the chat service, which failed and told me to try again later. I then tried the phone number provided and got what I can only describe as the most broken automated voice system I have ever had the displeasure of using. It hardly ever recognized what I was saying to it ( I do not have a heavy accent, I'm from New England) and when it did understand what I was saying it would claim that it was "having issues" and return to the opening prompt and I had to start over again. No matter how many times I asked for an agent or redialed the number it could not connect me to any service, automated or not.

 

This is awful customer service. I am going to be shopping for a new printer and printer service. If you market yourself as quick and easy, you should actually be fast and easy to use. This 5 minutes process I needed to complete to submit forms to my employer today took me nearly an hour now because of this terrible broken service.

1 REPLY 1
HP Recommended

@BOW603

Welcome to the HP Support Community!

 

I want to thank you for taking the time to speak to us today. Your business means a lot to us. As we have limited support boundaries in the support community as of now.

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.

ECHO_LAKE
I am an HP Employee

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.