Bad Design of Neverstop 1000W Laserjet Printer

[Prashant1212]

Hello Everybody,

We bought the Neverstop 1000W Laserjet in 2021 with the idea of avoiding all that mess associated with refilling powder-based toners. The drum design in the Neverstop with the facility of refilling the ink ourselves seemed an attractive proposition. We also bought the original Ink Toner Kits only from HP to avoid interfacing with local vendors who might supply low quality kits.

But in 2022, we had to change the drum due to lines appearing in our printouts. At that time, since it was under warranty we did not have to pay. However, again in 2023 now, the same issue had recurred, and we have been told to replace the drum again! Since it is no longer under warranty, we have been told to pay approximately INR 5600.00. When we asked the Service Engineer, he told us that this printer has a faulty drum design, and this would mean that we would have to replace the drum every year!

When I informed the Service Head HP about this and expressed my intense dissatisfaction, she replied that since it was an electronic part, it was prone to failure. I replied that if the drum fails every year, in 3 years I would have paid an equivalent amount of a new printer. So, I chose not to repair it, will throw it away and buy another printer from another company.

I hope my bad experience with HP is a warning to potential customers to stay away!

[A_Gayathri]

Hi @Prashant1212,

Welcome to the HP Support Community

I understand you are facing an issue with your HP Neverstop 1000W Laserjet Printer. Not to worry I will help you to get a resolution to resolve the issue. 

 I am sorry to hear that This needs one-on-one interaction hence I'm sending a private message to assist you with the next action. 

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[Prashant1212]

Hello Gaya1239,

I have already been in discussion with your Service Head Team. Everybody from the team has advised me to replace the entire unit containing the drum, which costs approx. Rs. 5,000.00 ++. It seems this has to be done for every 10000 prints! That's ridiculous. And then, how do you advertise cost of each print at 0.29? We had changed the drum unit a year back and since the printer was under warranty, it was replaced free of cost. Do you expect us to change the drum unit every year? That's not affordable. It's got nothing to do with an electronic part going bad, it's just a bad design where the drum unit has got to be replaced every 10000 prints. All printer service stations know about this fact, as we realized post our complaint and hence most local dealers do not suggest this printer to customers. Too late, we have been duped by HP. Your HP Sales Representative should never have suggested this printer to us at the beginning.

[sandytechy20]

@Prashant1212 

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.

Thank you for visiting the HP Support Community. 

[Prashant1212]

Hi Sandy,

I have already indicated my issue to your Support Team and here in the Community. As per the service engineer's feedback who visited our site, the drum unit (costing around INR 5000++) needs to be replaced every 10000 prints which took a year for us to finish. Last year the drum unit was also replaced and this was done at no cost being under warranty. We assumed last year that probably the drum unit had a manufacturing defect and hoped it would not occur again. Now, we are being informed by the service engineer that the Neverstop model has this inherent defect and hence most resellers do not recommend this model to customers. Spending INR 5,000++ every year to replace the drum unit is not an acceptable idea and can't be clubbed under electronic fault. It's clearly a bad design and HP is dumping such faulty designs on unsuspecting customers. I expect HP to buy back this faulty designed printer at original value without any deductions and refund our money in full.