Awful Experience with getting Support/Help

[Tawana88]

I have an inkjet problem as I moved countries, and my printer won't accept the cartridges for the region I am in.

In an attempt to get help from this community platform, I posted my issue, where I then received instructions that didn't work, as they were based on the old HP Smart software. I was then directed to call numbers in a different country I am in because they do not support my country. In calling those numbers, I couldn't get through; they were always busy. The only numbers I could get through to were for the UK, which is also part of the regions, including Africa and Europe. I am in Africa. I called, and because I said I was in Africa, they said they couldn't help me, so they gave me a number for South Africa and Kenya. These numbers do not connect. They then gave me a number for Nigeria; I can't get through to those either, although I'm in the same region as Europe, the Europe support team doesn't seem to be able to help me. I can't understand why it's so difficult for support to guide me through the regional reset of my printer, which I bought in Malaysia before I moved to Africa. I can only order the 953 cartridges in this region, both in South Africa and the UK.

Surely this can't be so difficult to solve that I need to purchase technical support from the online HP shop?? 22 quid by the way 

[BeemerBiker]

I notified a moderator about the problem.  Let me know if you are contacted and if you finally get the region changed.

[Tawana88]

Thank you. I hope I get this sorted soon. 

[Sneha_01]

Hi @Tawana88 

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

If you move to a different country we need to perform a regional reset in order to make the printer work in the new region. I will surely help you with the Regional reset.

1. The printer should be connected using a printer USB cable to the computer.

2. You need to have the printer full feature software installed on your computer.

3. You need to have all the cartridges either from the region/country from where the printer was purchased originally or the new region/country to which you want to reset it to.

4. Make sure HP Smart App is installed too.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571 

HP Support

[Tawana88]

Thank you Rachel,

I am on a Mac OS and not sure what the difference between the full-feature software and the HP Smart App is.

I downloaded the Essential SOftware bundle from HP and I have the HP smart app installed too

What should I do now?

[Tawana88]

this is where I went: https://support.hp.com/gb-en/drivers/hp-officejet-pro-8730-all-in-one-printer-series/model/7902050

[Tawana88]

Hi, I am following up on this please??

[BeemerBiker]

You need to send a PM to the support agent or use whatever email, whatsapp or phone number (if any)

[Tawana88]

I did already, about 12 hours ago. I will wait for a response

[BeemerBiker]

The agent is probably in a different time zone.  Were you given a time and date to communicate?

The agent has to provide you with some codes and complicated instructions.

I recall (??) you have done this before in a different country.  I was told there are limits on how many region changes that can

be made.

The Printer Reset Region procedure is a little bit cumbersome and needs at least 45 minutes to 1 hour to complete the full procedure.

The agent should have mentioned using facetime or, HP Whatsapp Support or maybe using HP Facebook Support Messenger to have a quick response.

It is also possible the agent is not familiar with MacOS.