CS Service Complaint and Board Complaint

[MikeFunaro]

Dear Board Member:

My name is Michael Funaro and I have been a loyal HP client in both my businesses and personal use for over 40 years.  I retired recently and moved to Mexico. I needed a printer for personal use and I went to a local box store and purchased a new, in the box HP laser MFP 137fnw. Being retired I don’t have a significant usage need but after setting up the printer as instructed, I had print quality issues.  I contacted HP Support using the AI Assistant and subsequently was sent to a support specialist. The case # and CRM are: Case Number Edited   CRM:Edited

I worked with the support staffer for almost 2 hours with no resolution to the faded print issues.  Fate would have it that, when I tried to print one last time before hanging up, I received a clean print copy.  We then ended the call with him saying that if issues return after going through every troubleshooting process, HP would send a replacement machine.

I haven’t used the printer since, until a few days ago when the same printer issue occurred. I went through all the troubleshooting processes again and nothing worked. I just think I got a bad printer, it happens.

Well, I spent another 25 minutes going through your AI Assistant and finally connected to a live agent.  After several questions, he asked me where I was located and I told him Mexico. His response was that I needed to start all over again on the Mexican HP support site. I went to the site and it only has a Spanish language option. He insisted there was an option to change the language but there is not one I could find. He ended the chat rather than try and help.

I am going to put this machine in the trash can and I can assure you that my relationship with HP will be forever damaged. I am however going to give you an opportunity to make this right.  In my companies I would always do whatever I could to avoid any unhappy customers and what social media can do. I have copies of all the Support chats and most recently it was Harrish who abruptly ended my chat. My contact information is: Edited

[Kuroi_Kenshi]

Hi @MikeFunaro,

Welcome to the HP Support Community!

I understand your frustration with the recurring print quality issue and the difficulties you encountered while seeking support.

Please understand that the assistance we can provide directly through the HP Support Community is limited. 

However, we will escalate your concern to the regional support team for further review. The escalation team will look into the details of your case and previous interactions to better understand the situation and determine how they can assist you further.

We appreciate your long-standing relationship with HP and the opportunity to bring this matter to the appropriate team's attention. We will do our best to help you obtain the appropriate support.

Best regards,
Kuroi_Kenshi

[MikeFunaro]

So what happens now? I still have an unusable printer under warranty.