FINAL ESCALATION – Printer Failure After 1 Year | ₹4,800 +Print Head Replacement | Request REPLACEME

[HEMILSHAH]

Dear HP Customer Support Team,

I am writing to formally escalate my serious concern regarding the reliability, quality and after-sales service of my HP printer.

I purchased this HP printer for approximately ₹19,500, expecting it to provide reliable service for several years. However, after only around one year of use, I am now facing repeated problems and am being asked to spend a substantial amount on repairs.

Current Issue – Print Head Replacement

I have now been informed by HP Support that both the Black and Colour Print Heads need to be replaced, and the estimated cost is approximately:

₹4,800 + GST

This is extremely disappointing and difficult for me to accept.

I have already faced repeated printer problems over the last month, including:

• Blank pages, particularly the first and second pages.
• Colour printing problems.
• Frequent errors appearing almost every day.
• Repeated troubleshooting and technician visits.
• Previous service visits where I paid ₹300 + ₹300 service charges.
• Despite these visits, the printer continues to develop problems.

Now, after only approximately one year, I am being asked to spend another ₹4,800 + GST simply to replace the Black and Colour Print Heads.

My Serious Concern

The printer itself cost approximately ₹19,500.

If I am required to spend approximately ₹5,000 every year on major printer components, how is this economically reasonable for a customer?

I did not purchase a ₹21,000 printer with the expectation that I would have to spend another ₹5,000 every year just to keep it operational.

This raises a serious concern about the durability and expected life of the components supplied with the printer.

If both print heads require replacement after approximately one year, immediately around the completion of the warranty period, I would like HP to explain why such a major component has failed so early in the printer’s life.

I understand that consumables and components can have a limited life depending on usage. However, in my case, the printer has experienced multiple recurring problems, even after HP technician visits, and I am now being asked to bear a substantial additional cost.

I Request a Permanent Solution

I therefore request HP not to simply provide another paid repair.

I request HP to review my complete service history and provide one of the following solutions:

1. FREE REPLACEMENT:
Considering the repeated issues and multiple service interventions, replace my existing printer with a new equivalent or upgraded HP printer at no additional cost.

OR

2. EXCHANGE / SPECIAL REPLACEMENT OFFER:
If a completely free replacement is not possible, please provide a reasonable exchange/resale value for my existing printer and offer me a new printer at a substantially reduced/special replacement price.

I do not want to continue with a cycle where I pay ₹4,800 + GST today for print heads and then face another major component failure a few months later.

I Expect HP to Take Ownership of the Issue

I chose HP because it is a reputed global brand and I expected dependable quality and after-sales support.

However, my experience so far has been:

₹19,500 printer → approximately 1 year → repeated failures → ₹600 service charges → now ₹4,800 + GST for Black & Colour Print Heads.

This is not the ownership experience I expected from HP.

I request that this matter be escalated to a senior HP customer-service representative and that HP provide a permanent and fair resolution rather than another temporary repair.

Please provide a written response addressing:

1. Why both print heads have failed after approximately one year.
2. Why the previous technician visits did not permanently resolve the recurring problems.
3. Why I should bear ₹4,800 + GST for major components after such a short period.
4. Whether HP can provide a free replacement considering the repeated failures.
5. If free replacement is not possible, what special exchange/replacement offer HP can provide.

I am not looking for another temporary repair. I want a reliable, long-term solution.

I hope HP will take this complaint seriously and protect the trust of a customer who purchased a ₹19,500 HP product expecting several years of reliable service.

I look forward to a prompt and satisfactory resolution.

Regards,
Hemil Shah

Printer Model:  HP SMART TANK 675 all in one 
Serial Number: 28C12A
Product Number: Edited
Purchase Date: __________
Previous Service Case IDs: 
Contact Number: Edited

Email id Edited

[Nal_NR]

Hi @HEMILSHAH ,

I understand your concern and appreciate the opportunity to clarify. As per the warranty terms, the printer was eligible for repair service during the warranty period. Since the warranty has now expired, we are unfortunately unable to offer a replacement. 

We also understand your concern regarding the damaged parts, however, these components are not designed or expected to fail every year.

 We sincerely regret any inconvenience this situation has caused and appreciate your understanding.

Thank you.

[drbradney1971]

All valid points.
Probably the most organized and well-written complaint they’ve seen. 

They should have sent you a new printer at this point.  
It’s almost as if they are actively  and intentionally trying to fail…as a company. 
Good luck.