LaserJet m102W Firmware update bricked printer - Reads to macbook as LaserJet 3020

[firmware-brick]

Hello,

I'm writing about a problem that seems to be fairly widespread. Hoping someone at the company can help resolve this.

Here's a community thread with the exact same problem

https://h30434.www3.hp.com/t5/LaserJet-Printing/Firmware-Updater-installed-incorrect-firmware/td-p/6...

I updated the firmware on my LaserJet Pro M102W in the hopes that it'd restore wireless printing capabilities. I downloaded the firmware update. Ran the program. And now the computer has mysteriously started recognizing the M102W as a LaserJet 3020. Attaching image.

It's so odd. 

Now the printer will not print. I can't update firmware. I can't factory reset. It has completely bricked and stopped working.

I can't believe that buggy software is still available for download after seeing all the repeat problems. 

Anyhow - please let me know how I can fix this - or otherwise send this brick in to be replaced.

thank you.

Anthony

[Kumar0307]

Hi @firmware-brick

Welcome to the HP Support Community. I understand your concern and 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:

https://h30434.www3.hp.com/t5/First-Time-Here-Learn-How-to-Post-and-More/How-To-Send-A-Private-Messa...

Thank you for visiting the HP Support Community.

[firmware-brick]

An update for other people encountering the same problem.

I spent an hour on the phone with HP support - some offshore call center. The representative was professional but ultimately unhelpful - because the company is not taking responsibility for the damage caused by the faulty firmware software that's still available on their website. We did some ineffective troubleshooting and then I hit a brick wall. It seems this may be a problem affective mac users primarily, but I'm not sure...

His only suggestion was "since it's out of warranty, your only option is to buy a new printer." To which I respectfully suggested was a disrespectful canned answer from a company unwilling to take responsibility for its actions, and if I were to buy a new printer it would definitely not be made by HP. 

NOTE : Once I mentioned potentially getting a lawyer involved the representative immediately escalated the call. At the moment I'm in private message contact with an HP rep here on the forum (have shared the support ticket connected with the phone call) So that'd be a pro tip - after troubleshooting and hitting the institutional brick wall - mention legal action.

My position is they must either replace or repair the printer that they broke. Or I will start gathering contacts of similarly affect HP contacts so in solidarity we can pursue a fair settlement. Whether through class action or less litigious means.

Anyhow - I'll reconnect with more information. If they close this thread I will start a new thread with a similar headline.

Good luck. Might be a good time to short sell Hewlett Packard stock.