Complaint about consultant referral

[TTM2024]

I have been completely unable to find out how to let HP know that the consultant they insisted I use for my new printer, QBS consulting, refuses to send a receipt for services and has not returned money paid for services that cannot be used (the printer was returned!). I have been told the money would be refunded, but each time I contact the consultant, he says it will be returned at some future date and now says he must confer with a manager. It has been a month. When I try to find a way to let HP know how completely unsatisfactory this is, I am sent to the store for a new product!!!

[Repairatrooper]

I am wondering why HP insisted you use a consultant? Were they supposed to setup and configure? Also unusual to pay up front for a service.

[TTM2024]

We were a bit stunned as well to be sent to a consultant. We have been completely unable to get any help from HP on this. Also, our payment was for the work done to deal with the malware and to provide protection. Our concern is that we have paid for protection for a machine that was returned--as the consultant urged. 

[Repairatrooper]

Not sure I understand how malware and protection services had anything to do with your plotter? Or did installation issues lead them to believe that your network was compromised?

[TTM2024]

We wish we understood this nightmare better ourselves. The printer would not initialize and the process stated that the ink cartridges were empty. They weren't. The consultant first thought the problem was with the computer, perhaps malware. He worked on that. Then he ultimately concluded that the printer was somehow damaged or compromised, which is why we sent it back.