Fed-up with useless products and services!

[Arhneas]

We purchased a DeskJet Plus 4122 with free Instant Ink for 1-year in November 2020, and a second one we haven't even had a month. Both were a headache to setup, but they worked great afterwards.

Unfortunately, that was very short-lived and I'm absolutely furious!

First, the expiration date on the warranty for the second printer said it ends in only 9-months, which is incorrect and I opened a case to dispute it. HP simply closed the case, didn't contact me and didn't update the warranty.

Then we began having issues where we couldn't print from either printer, and I contacted HP Customer Service. As they always do, they said it was a recent update to my MacBook that was causing the issue, and said to print from another device. Otherwise, I just have to wait for the updated software to support the macOS update. Whenever that may be.

In the meantime, we can't print from any of our devices, which are all Apple but are not macOS. In fact, we haven't been able to print from the first printer since last month, and that is well before my MacBook even updated. We were able to print from the second printer a couple of times, but only if it's reset every time first.

As if two brand new printers that don't print isn't bad enough, the warranty and 1-year Instant Ink included with both printers is as useless as the printers themselves. But HP could not care less that their products are suddenly useless and their services rendered equally useless.

This is absolutely ridiculous!

[TEJ1602]

@Arhneas, Welcome to HP Support Community!

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details). 

If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.

[Arhneas]

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@TEJ1602 wrote:

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact.

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When can I expect the Private Message I'm supposedly going to receive from HP?

Obviously the sooner the better considering both printers have Instant Ink cartridges installed, which are drying out with each passing day, and can damage the printer(s). Something I prefer to avoid since I already deal with constant app/software issues as it is, and they're more than enough on their own.

Oh, but there is some good news! After posting about this and all the other issues, the warranty end date for the newest printer has mysteriously been updated. Quite odd when I opened a case disputing the incorrect date on 02/01/21, which was ignored and closed the very day it was opened. 🤔

[Arhneas]

Well, as usual, this has been a complete waste of time!

Someone finally contacts me to request further information, which I provided, and then they tell me the issue is due to a missing driver. But, as I said to them, no it is not.

Now I discover I was messaged again, which I did not even get a notification for, and someone else with HP Customer Service has the brilliant idea that I should make a public post about THIS issue. You know, to help other people despite the fact that I have yet to be helped, or received anything other than guesses and excuses!

[Arhneas]

It has been almost three weeks since I posted this, and we were already over three weeks into these issues. So far HP Customer Service has done nothing, tried nothing and offered nothing but excuses to deflect responsibility for over SIX weeks!

First it was my MacBook updating that caused us to be unable to print to either of our two brand new printers. But we could not print from any of our four iOS devices, ePrint, or more oddly our Windows laptop. Then it was missing drivers, which frankly is just flat-out illogical. Mind you there has been exactly ZERO troubleshooting done or even attempted by HP Customer Service.

Now, after wasting weeks of my time and picking excuses from a hat I was told it is "a technical issue", and to call so a technical expert can troubleshoot. As though the idea never entered my mind. Like, are you freaking kidding me?!

Suffice it to say that they got a piece of my mind. They were also informed it was in fact a HP issue, which I feel was obvious from the start, and proven this week when we suddenly could print with no changes on our end whatsoever. I then said I would like them to rectify the issue of time lost for services included with both printers (i.e. 1 yr Instant Ink & warranty) and to contact me ASAP. But, since this has already gone on far too long, if I am not contacted within a week I will have no choice but to start filing formal complaints and grievances against HP.

Of course I do not expect to be contacted since it is their MO to lie until they can lie no longer, and then make excuses. But never, ever admit fault or take responsibility. 

[Kumar0307]

@Arhneas, Welcome to the HP Support Community!

I understand your concern. Let me escalate this issue to the concerned team.

Please look for a private message from me requesting additional information. Keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.

[Arhneas]

I thought I was pretty clear in my last reply, but that was clearly ignored. Now, after providing the same "additional information" once again I'm told, "I'm afraid that we [HP] don't compensate for lost time. Our support teams don't normally communicate via email.".

So, I'll be drafting formal complaints because this is all either a gimmick, false advertising and/or fraudulent business practices!