Complaint re faxing on all in one series and TERRIBLE CUSTOMER TECH SUPPORT

[tto66]

First off let me just say that the tech support chat is terrible. Insulting and degrading. I have a brand new 7600 series printer, set up the app which I didn't want to, registered the serial number only to find that the HP SN is for another 6001 printer which I do not own. They have two with same SN. The tech support wanted me  to pay $20 for support on something I just got 3 weeks ago. He said my warranty was over 822 days ago. How frustrating. I had to prove that I have a brand new printer. I gave all information then had to dig out and send a receipt before he would do anything. THEN proceeded to be absolutely useless for my problem. I couldn't fax. I did 26 fax tests and all failed. I have an old all in one that works just fine with the fax. He insists its my line and the line is tired. But could not explain to me why my other one worked. It is NOT my line. This person strung me along for 2.5 hours with BS asking ridiculous questions and asking me to send him a photo of how I have the printer connected to the phone line, THERE IS ONLY ONE PLACE AND IT'S THERE, yet he wanted to see it. Absolutely insulting. I said NO, after 2 hours I am done. He also wanted to remote into my computer, again absolutely NOT, as I have had issues with this stuff before and I never let anyone remote into my stuff. EVER.  The bottom line was that my fax never was resolved and this rep was wordy and did nothing. I got disconnected from the tech support after 2+ hrs and I called them only to be on the phone with a very LOUD call center and a gentleman with a VERY strong accent to which I could not a. HEAR and b. understand. And to add insult to injury, there is absolutely NOWHERE to speak to or email anyone about this. GONE ARE THE DAYS OF TRUE CUSTOMER SERVICE AND SUPPORT WHEN YOU NEED IT!! I WILL NEVER EVER BUY HP AGAIN. The support is garbage and overseas somewhere.  He did get back onto the chat and offered to take back the printer as after all that time he wasn't able to do anything to resolve the issue. I was told it would take 24 hours or so to get my return label and my printer would be replaced...NO THANK YOU!! YOU CAN KEEP IT!! All I wanted was to find out if I hooked up the fax incorrectly, but I did not. Also, I did tell him that I had gone through every single troubleshooting possibility...did he listen, NO. I'm so fed up with HP I'll never ever ever deal with this company again.  LORD only knows where all your employees are. What happened? You're all over the place. There is not one email or phone number to be found to actually talk to a live human without jumping through so many hoops. I guess that's what you want. Unhappy customers who just give up because you are impossible to deal with.  One last try, I called where I purchased and explained all of this and they are taking it back and giving me a full refund within less than 10 minutes....THAT is how it's done. HP NO MORE

[VikramTheGreat]

Hi @tto66,

Thank you for your response,

First, please accept our sincere apologies for the experience you've had. This is certainly not the kind of support HP aims to provide, and we truly regret the frustration, time, and effort you've had to go through especially with a brand-new printer.
 

We understand how upsetting it must have been to be asked to prove ownership of a product you just purchased, and then not receive the proper help with your fax issue after doing so. The situation regarding the serial number mismatch, the repeated troubleshooting, and the difficulty in communication is not the standard we strive for.
 

Thank you for taking the time to share all the details. We genuinely want to help turn this around if you are still open to assistance.

We’re happy to check the setup again and walk you through fax troubleshooting step-by-step without requiring remote access. If you have the printer and if you want to try.

If you’ve already returned the printer, we completely understand and respect your decision. We’re sorry to lose you as an HP customer, but we also understand your expectations for better support. Your feedback is being shared with the appropriate internal teams so we can improve our service quality.
 

Thank you again for giving us one more chance to listen.

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

Take care and have a great day ahead!

VikramTheGreat

HP Support