Extremely poor customer service

[LAKremin]

Contacted customer service got through on the call. Spoke with 3 different "experts" escalated level each time. Repeated all information and provided a call-back number. After over 75 minutes on the phone, last 20 on hold, was cut off without warning. See HP's message below.

After 48 hours waiting for a call back, drove from my remote location, bought new cartridges (nearly $90) and installed. These work. But, the color print heads won't align; blues have a white stripe horizontally, greens have a yellow stripe horizontally, reds are actually pink, and oranges look rancid. Help online indicates the need for a new printer head.

Goodness, it would be cheaper to buy a new printer after all this. But it won't be an HP.

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Thank you for contacting HP Support. This email confirms your request for service; the details of your case are below.
Case Number [Personal Information Removed]   - Created

HP Reference Number: [Personal Information Removed] Product Description:  HP OfficeJet Pro 6978 All-in-One Printer Product Number: T0F29A Serial Number:  [Personal Information Removed] Case Subject:  Printer cartridges are depleted. New cartridges installed. Received this message regarding the new set of cartridges: "The indicated cartridge is an older generation cartridge that does not work in your printer. It can still be used with some older printer models." The messaged applies to all four cartridges. They were purchased a year ago directly from HP.

Sincerely,
HP Customer Support
For additional assistance with your HP product and services please visit support.hp.com

[Kumar0307]

@LAKremin, Welcome to the HP Support Community! I’m here to help.

I see that you have not had a good experience with HP Support and you had to travel far to get a new set of inks. Apologies for the inconvenience caused.

I understand you are not able to use the new replacement ink cartridges due to this error. To assist you better,

• What is the exact error message and where do you see this error?
• Are you sure this is an HP genuine ink cartridge?
• Validate this by clicking here - HP Anti-Counterfeit and Fraud (ACF) Program

If this is a genuine HP ink cartridge, I would need some information related to the ink cartridges and the printer which cannot be shared on a public post for security reasons.

I have sent you a private message, reply to the message with the required details.

In order to access your private messages, click the private message icon on the upper right corner of your HP Community profile, next to your profile Name or simply click on this link.

To resolve print quality issues, perform the steps mentioned in this document - Black or Color Ink Not Printing, Other Print Quality Issues

Clean the printhead and print a test page to check the result. You may also refer to - Alignment errors

Hope this helps! Let me know how it goes. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click on the YES button to reply that the response was helpful and/or to say “Thank You”.

Have a great day!