Service from HP

[gomcinnes]

r HP SMART TANK 7602 ALL-IN-ONE PRINTER, I buy a printer. It doesn’t work and your technician tells me while looking at it through my phone and on my computer, decides it is unfixable. I offer to send it back and he tells me no, we’ll send you a new one in 3 business days and I should just recycle the old one. The new printer never comes. I call back and it was canceled citing that I was to send pictures in that were never requested. I find two pictures despite having the original receipt and serial number and send you this to which you reply that you are sending out a new printer. No printer arrives and now you send me a request to send you a picture of the serial number of the printer you know I have recycled. This is the worst case of customer service ever.

[Dragon-Fur]

@gomcinnes 

Welcome to the HP Community --

None of this sounds right to me.

True -- I could be missing something.

HP follows very strict rules for accessing your private data -- Getting into your computer is not standard printer check protocol.

Having recycled your printer is likely not something you can undo.

I've sent your concern to our Moderator team.

Since you've had someone you don't know in your computer, consider changing your passwords and doing whatever else is necessary to protect whatever private information you shared with the technician.

HP Support – Hardware / Technical Support for Devices in Warranty

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Some regions display phone / chat contact information only after the case is submitted online

Not every issue is covered under the standard Hardware Warranty.  Purchased Care Pack Warranties differ by contract.

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If the problem is hardware, if your device is in Warranty, if your device is Registered, and you cannot submit your case to Support, let us know and we will forward a request.

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[gomcinnes]

Well I followed all the things HP tech asked and I initiated the call through HP support. I also had the follow ups all refer to this tech report. They seem to live to just close the file without resolving anything. Both times they cancelled the “ we will send you a new printer” they never informed me of why until I called back. The printer was under warranty and I followed their directions and ended up getting screwed.

[Dragon-Fur]

@gomcinnes 

Sure - OK - 

I've done what we can do on this side.

Our Community is not HP Support.

Should there be a response to my inquiry, look for a message here before the agent uses other means to contact.

Agents never cold-call you nor will the agent suddenly send you a text.

Have your HP case number ready should you need it.

Thank you for participating in the HP Community --

People who own, use, and support HP devices.

Click Yes to say Thank You

Question / Concern Answered, Click my Post "Accept as Solution"