How do I make a formal complaint please?

[ClareElleray]

Hi.  I spent hours on the Virtual Agent, then more on the WhatApp and then much more on the telephone about my printer which was brand new in January and is still very much under warranty. That was 5th May. The result?  A new printer was sent to me.  It arrived yesterday and the old was taken away today.  The "new" one has exactly the same issue as the old one.  I have spent since 4.30pm today (it's now 6.30pm) trying to sort it out - first Virtual Agent, then WhatsApp, then a very helpful gentleman in Serbia.  I have to ring HP tomorrow morning at 8am! to continue trying to sort it out.  Do you think that is reasonable with a printer than is new? Please help by telling me how to make a formal complaint.  Many thanks. Clare Elleray.

[Valsimot]

Chances that 2 new printers have the same problems at the same customer are very small. Any chance both printers are actually fine, but you are doing something wrong.

[ClareElleray]

Thanks for trying to help.  Interesting to get that view.  That seems likely!

As a customer of HP - and having invested a huge amount in this printer - I would expect HP to do better than tell me "it's probably your fault and you're doing something wrong".  So I guess I'll continue to apply to HP and not to "the support community" for help.

Thanks for trying!

[ClareElleray]

Ah!  Called the support line.

In case this is useful to anyone else in this community:

[content removed]

is the email address you need.

Of course I'll let you know whether I get any joy!

[ClareElleray]

Ah!  I guess that was part of the policy.  I tried to share the email address I'd been given by HP Support telephone line to make a complaint to but it's been "suppressed" in my answer.  Sorry.  In any case it doesn't work!  I have emailed and so far received two automatic "email delayed" messages - this is quite hilarious really!  

Does anyone know how effectively HP have locked down the possibility of actually submitting a complaint?  Not sure whether to start splashing bad reviews everywhere I can think of (not my style and a waste of my energy I'm sure)  or whether to wait for HP to respond more helpfully?  Any thoughts welcome?  

HP do you read any of these community posts yourself?  Could you let me know how to make a formal complaint?  It's a very politely worded one!  and very reasonable, but you're making it enormously hard to talk to you.  Thanks.

[Echo_Lake]

@ClareElleray

Welcome to the HP Support Community!

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