Complaint regarding abusive support fees and technical issues with HP DeskJet 2722e in Portugal

[Dedoca]

Hello, good afternoon.

I own an HP DeskJet 2722e printer ( S/N.: Edited, FPU Nº .: 3XV17-64026, PIN: Edited) that has lost its network configuration. It constantly appears as 'offline' on my MacBook, and I am entirely unable to pair it back to the computer. This technical failure has been causing severe professional disruptions to my daily work.

I initially contacted HP Customer Support in Portugal, where I am currently located. I was handled by an AI automated system that completely failed to resolve the issue, systematically repeating the exact same useless troubleshooting steps over and over again.

Following that, I called and spoke directly with a human representative from HP Customer Support in Portugal. Even though my printer is no longer under warranty, the agent attempted to charge me a support fee that is practically the same price as a brand-new printer just to assist with a basic software pairing issue.

While I understand the hardware is out of warranty, charging the price of a completely new machine just for software troubleshooting guidance is predatory and abusive.

I am contacting the corporate headquarters to request a reasonable, fair, or alternative official solution to restore my printer's connection to my MacBook without being forced into paying extortionate support fees.

Thank you for your attention. I look forward to your response.

Best regards,

[Kuroi_Kenshi]

Hi @Dedoca,

Welcome to the HP Support Community!

Thanks for reaching out!

I completely understand your frustration; it sounds like you may have reached HP’s paid support channel in Portugal, which explains why they tried to charge you.

Please rest assured: you don’t need to pay any fees here. I’m here to help you troubleshoot the connectivity issue with your HP DeskJet 2722e.

From what you’ve described, this looks like a software/network configuration problem, not a hardware fault. Let’s try a few checks:

Reset printer network settings 

On the printer, press and hold the Wireless and Cancel buttons together for 5 seconds. This clears old Wi‑Fi profiles.

Reconnect via the HP app.

Open the HP app on your MacBook, select “Add Printer,” and follow the prompts to connect to your Wi‑Fi.

Check MacBook printer queue 

Go to System Preferences > Printers & Scanners. Remove the old DeskJet entry and re‑add it after resetting.

Update Firmware

Kindly refer to this link to update your printer firmware.

Test with USB connection 

Temporarily connect the printer via USB to confirm it prints. 

If it works, the issue is strictly Wi‑Fi related.

I hope this helps

Take care and have an amazing day ahead! 🚀

Best regards,

Kuroi_Kenshi