I went to adjust the paper in tray 1, and the paper guide fell into the door

[DebM11]

Hi,

I just got this printer for Christmas, and have been using tray 2 to print, but I wanted to use legal paper so I opened tray 1 for the first time today and when I slid the paper guides outwards, the white lever with teeth that connect the 2 guides together fell into the door of the printer and I don't know how to fix this, so now my paper guide is not able to work.

Please assist.

Thank you!

Debbie

[Repairatrooper]

The front door on this unit is not very friendly in terms of disassembly and if the printer is under warranty I would engage an HP service depot and get them to replace the front door assembly. This type of failure should be covered by warranty. Even if you get the front door apart, it is quite possible that the gear or the retainer is broken and the gear will just fall off again.

[DebM11]

Thanks for your help!  I did contact HP yesterday and was on a chat with support for almost 2 hours.  Printer is about a month old, and he told me that this defective part is not covered under warranty.  Very disappointed in HP support at this time.  I have 2 other HP injet printers, my computer is an HP, and now this Laser printer.  With the level of support I received yesterday for a defective piece on an HP printer, and how I was so dismissed by support, I will no longer be purchasing HP products.

Thanks again for your help!

[Repairatrooper]

I have escalated this to the moderators as I do not believe your issue was handled properly. Had you brought this printer into our shop we would have fixed it as warranty based on the short time you have had the printer. Hopefully HP will reconsider. You may also consider checking with the place eof purchase about an exchange.