Case Manager is not responding

[Slesco26]

I purchased an HP LaserJet printer on January 11, 2025. Within about two months, I began experiencing issues with the scanner — a line would appear on every scan. I attempted multiple troubleshooting steps, including cleaning, recalibrating, and unplugging the printer, but nothing resolved the issue.

I contacted HP support and was sent a refurbished replacement printer. I made it clear that I had paid for a brand-new printer and expected the same in return. However, the representative informed me that they could offer a refurbished unit at that point.

The next day, I received the replacement. Right away, I encountered more problems — frequent paper jams and a loud clicking noise while printing. I contacted HP again and requested a new printer, but was told that only another refurbished unit could be authorized unless I went through an escalation process.

I agreed to escalate and was assigned a case manager. He called around noon, but my phone mistakenly flagged the call as spam and sent it to voicemail. As soon as I realized it was HP, I called back, but the automated system said he was unavailable. I spoke with another representative who informed me that Andres had left for the day.

The next day, I called multiple times starting at 8:00 AM. Each time, the system said case manager was unavailable. When I finally reached tech support, I was told he was in a meeting and would call me back in 1.5 hours. That call never came. I called again — still unavailable. I sent an email and received no response.

Finally, I received an email from the case manager stating that a technician needed to diagnose the printer. I replied asking for clarification — will someone come to my location, or do I need to take the printer somewhere? Again, no response.

This has been one of the worst customer service experiences I've ever had. I'm constantly being told that Andres is the only person I can speak with because he’s my assigned case manager, yet he remains unreachable. I run a business that heavily depends on my ability to print, and this ongoing issue is directly impacting my operations. It's incredibly frustrating to be left without answers or support when I need it most. I have called numerous times and sent emails to no avail. 

[Garp_senchau]

Hey @Slesco26,

Welcome to HP Support Community,

Thank you for posting your query.

I’m really sorry you’ve had to go through all of this 😔 — I can imagine how incredibly frustrating and stressful it’s been, especially when your business is being affected. 

That’s absolutely not the kind of experience we want any of our customers to have. Thank you for being so detailed and patient through it all 🙏

To look into this further, could you please send me your Case ID (you should’ve received it from the support agent) via private message? Once I have that, I can check what’s going on with your case.

I know this has been a rough ride, and I appreciate you sticking with us through it. Just send that case number over, and we’ll go from there. 

Take care and have a good day. 

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Regards,