Color LaserJet Pro MFP 4302fdw Warranty Issues

[JohanBotha]

Recently sourced one of these printers and have been having continuous issues since it was installed. The printer would go to sleep after a certain period of time and would just drop off the network (device is connected via cable). Device will need to be woken up manually by pressing the power button on the front and when it wakes up the display would freeze up and device is unusable as it still has no network connectivity. The only way to get it to work again is by removing the power and then powering it back up. Have contacted support and have supplied them the relevant details (after having an engineer who refused to log a support case for nearly an hour and a half) and support have refused to investigate this nor repair under warranty. Have had an email from the customer relations team who have advised further troubleshooting is required but have then refused to respond further when I have requested that they carry out their further troubleshooting. I have tried contacting them again just to find that they have closed the case without advising me and after I have asked them via email to log a complaint. Where can I get details to get in contact with the complaints team?

[Raj2111]

Hi @JohanBotha 

Welcome to the HP Support Community.

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

I see that thqat yiu want to complain.

The support on the HP community is currently available within certain constraints. We are striving to enhance our assistance and broaden its scope. We appreciate your understanding and patience.

I've sent you a private message with the instructions. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Take care and have a good day.

-Regards

Raj-HP Support

[Repairatrooper]

A couple of assumptions:

1. You have performed a factory reset on the device, if not do that

2. The firmware is up to date

Unfortunately these devices have an auto off that can only be delayed to  8 hours but never disabled. While there is a setting for stay active when there is activity on connections but networks will not always send any data unless printing that the device will consider communication. If you get no traction, contact the vendor or find a local service centre.