IMAGING DRUM PACKED UP UNDER WARRANTY - WHY SHOULD I SEND PRINTER AWAY TO BE CHECKED BY HP

[Oostewald]

PRINTER IS STILL UNDER WARRANTY - IMAGING DRUM ERROR / PROBLEM - NOW I NEED TO SEND PRINTER TO SERVICE DEPARTMENT TO HP TO CHECK MACHINE. WE CANNOT BE WITHOUT A PRINTER IN THE OFFICE FOR 2 WEEKS PLUS! WHY CANT HP NOT REPLACE THE DRUM, AS SAID ON WARRANTY AGREEMENT AND SEND ME A NEW ONE. WE GOT ALL THE SERIAL CODES, ERROR DISPLAY PROOF , PROOF OF PURCHASE ECT AT HAND, BUT STILL WE NEED TO SEND IT OFF TO HP SERVICE DEPARTMENT. THE CLOSEST SERVICE DEPARTMENT IS 250KM AWAY.

IS THIS IMAGING DRUM NOT A CONSUMABLE? SEEMS TO ME I'M USING THE WRONG BRAND OF PRINTERS AT MY OFFICES. 

CAN SOMEONE PLEASE ADVISE ME ON HOW TO SOLVE THIS OR IS THIS HP POLICY?

[Valsimot]

Let's say that HP sends you new drum, you install new drum and then you figure out that your problem persists and that you have a printer issue, not drum issue. Maybe HP knows something you don't know and they want to check printer, page count, consumables life, coverage and usage before they replace the new drum.

How many pages you have printed with this drum, and what is an exact message displayed on the control panel of the printer?

[Oostewald]

It says the printer drum is low and should be replaced. The Supplies Status Report on drum says: Supply Level-Very Low.

We use an estimate of one black cartridge per month. Had the printer for about 8 months - roughly 8 x 1500 = 12 000 pages, give or take. A imaging drum's expected yeild, maybe 14 000 pages. Makes sense. We print al lot an the drum is close to it's end. 

Thus, HP will take the printer in, tell me that I've printed a lot and this is the ecpectancy of an imaging drum and I must replace the drum at my own cost. Am I right? If this is the case It'll be much more simpler to just go and buy a new drum, install it myself and my offices will not be interrupted.

Or do you think it's still worth it to send the printer to HP Service department? Seems to me we just print a lot . . . . . . 

Thank you in advance for sharing information and helping me on this.

[Valsimot]

Buy yourself a new drum.

HP will not replace your drum because it is worn out, it is not defective.

[Oostewald]

Will do, thanks.

Just one more question.

I don't know much about choosing a specific machine for our job and seems that the sales people did n't recommend the proper size / model for the amout that we print. We seem to print a lot and the current printer is probably inadequate for our use. 

What machine do you recommend, or what specs do I need to look at for the amount that we print?

Thank you in advance.

[Valsimot · Accepted solution]

Your printer is inadequate and slow for several business users.

When buying a new printer for business you must check printers monthly duty cycle. That information you will find in printers specification. The higher the number the better printer. Also, print speed and other capabilities depending on users needs ( scan to email, scan to folder, print from USB, wi-fi, stapler, paper handling etc. ) 

Information regarding duty cycle from HP:

Duty cycle is defined as the maximum number of pages per month of imaged output. This value provides a comparison of product robustness in relation to other HP LaserJet or HP Color LaserJet devices and enables appropriate deployment of printers and MFPs to satisfy the demands of connected individuals or groups.

[Oostewald]

Thank you for your advice.