Printer getting stuck & now Paper jam

[KamalKotai]

I have placed a complaint about my LaserJet printer 1020W, dual printing the paper used to get twisted, now the paper is jammed, last 5 days, after escalations, No one has called me. I was assured that the issue will get resolved in 24 to 48 hours.  The printer is still under warranty, my daughters' admission process is struck, and now every now and then I have to go to a shop to take a printout for various admission-related documents. I am sure, HP understands the frustration of customers like us. At least I should get a call from a technical representative.  My HP case registered is HP Case Number: [Personal Information Removed] .   Is it a sin to trust the HP brand, I have purchased 3 laptops & I own 2 HP printers, now both Printers are useless, as at Crucial times I cannot use them. Will HP intervene to at least arrange a call from a technician?

Country	India
Product Name	HP LaserJet Tank 1020w Printer
Product Line	CTSS LaserJet
Product Number	381V6A
Serial Number	[Personal Information Removed]
Failure Description	IN/NBD/HP LaserJet Tank 1020w Printer/paper jam and pick up issue

[Alden4]

Hi @KamalKotai,

Welcome to HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I'm sorry to hear that you're experiencing issues with your HP LaserJet Tank 1020w printer. Paper jams can be frustrating, but there are a few steps you can take to resolve the problem. Here's what you can try.

• Turn off the printer: Start by turning off the printer and unplugging it from the power source. This will ensure your safety while working on the paper jam.
• Open the printer: Locate the access panel or door on your printer. It is usually located at the front or back of the printer. Open the panel or door to gain access to the paper path.
• Remove jammed paper: Carefully remove any jammed paper you can see. Avoid tearing the paper while removing it, as torn bits may cause further jams. If the paper is stuck and difficult to remove, refer to the printer's user manual for specific instructions on how to remove paper jams.
• Check paper path: After removing the jammed paper, check the entire paper path for any remaining pieces or scraps of paper. Use a flashlight if necessary to get a clear view.
• Clear paper tray: If the paper jam occurred in the paper tray, remove all the paper from the tray and fan it to prevent sticking. Check for any visible obstructions, such as foreign objects or damaged paper, and remove them if present.
• Reload paper: Once the paper path is clear, reload the paper into the tray properly. Make sure the paper is aligned correctly and not exceeding the maximum capacity specified by the printer.
• Close the printer: Close the access panel or door securely until it clicks into place.
• Power on the printer: Plug in the printer and turn it on. Allow it to go through its startup routine.
• Test print: Try printing a test page to see if the paper jam issue has been resolved.

I hope this helps. 
 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4
HP Support 

[KamalKotai]

Appreciated your efforts to guide me, However, all the suggested steps have already been performed by me. Since Paper is torn and a small piece of it is stuck inside, hence Technician with tools & skills is needed to resolve the issue. The frustrating part is AFTER REGISTRATION OF COMPLAINT WITH HP I AM ON 7TH DAY WITH 5 ESCALATION CALLS REGISTRED, NO ONE HAS CALLED ME TO PLAN THE VISIT, AND AS PER CONVERSATION WITH HP, THE ISSUE WILL GET RESOLVED IN 24 TO 48 HOURS, ITS ALMOST 168 HOURS, THE TECHNICIAN HAS NOT BOTHERED TO CALL ME OVER CELL PHONE. IS THIS THE SERVICE ONE EXPECT FROM HP & THEIR PARTNERS?

THAT'S WHAT WE CALL BRANDED SERVICE BY REPUTED LOGOS LIKE HP.

IT'S Admission time, I have to run around shopping for taking printouts of documents to be submitted to the college, in spite of having two printers of HP at home, (one INKJECT MP4500 and the other HP 1020W).   Hope you understand the frustration and the experience of owning HP brand. (I do have 3 HP laptops)

[Alden4]

Hi @KamalKotai,

Thank you for your response, 

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Alden4
HP Support