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‎06-28-2024 09:00 AM

HP Recommended
Product: HP LaserJet Tank MFP 2604sdw Printer
Operating System: Microsoft Windows 11

Does support for the LaserJet Tank printer actually exist? Here's the rundown:

  • Bought the printer 8 months ago for use in an educator's home office. Has been printing perfect quality curricula with cheap toner refills consistently.
  • Naturally, after several toner refills, the drum is worn and requires replacement. Print quality has deteriorated.
  • According to the HP Smart app, the drum cannot be replaced by the user and I must contact support.
  • HP's AI Chat help does not understand the issue.
  • Called support and was not able to connect with a single person familiar with the device and issue; was given an email address to contact HP Parts.
  • Contacted HP Parts; was informed that to replace the drum, I must replace the entire process unit (which is perfectly acceptable to me, and which explains why the drum is not considered user-replaceable). 
  • HP will not sell the part; representative suggested I contact authorized resellers.  (Which I have done, but have yet to hear back.)

So, is this printer simply considered abandoned by HP, or is there some mysterious ritual by which I can actually contact support and have the unit replaced? Why is it that I'm told to contact support, but support does not seem even to exist for a 2 year old printer model that is still for sale direct from HP?

 

One of my primary considerations in buying the Tank model was limiting plastic waste, but it seems like HP's plan is to turn the entire printer into e-waste after less than a year of use.

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