Officejet Pro 9730e

[Max_Burj]

Has anyone else had a painful experience trying to set up the 9730e? Bought mine 29 days ago, direct from the website and it has been nothing short of painful.

• Setting the printer up through a WIN-10 PC seems straightforward, until the last step that says CLICK HERE TO COMPLETE HP SMART SETUP. When I do, i get an error message UU_400-_EB000-A9900
• Reset the printer completely 5 times now, nothing changes.
• Opened a case with HP. Told I'd get a call within 10 minutes.
• 2 weeks later, no call, and cannot get through to a human being. Live Chat virtual assistant was clearly at the back ot the Tech queue when things started to get AI embedded in them.
• Finally Spoke to tech support. They directed me to Sales. Theuy directed me to POST-sales on +442076603859 ......who resolutely refuse to pick up the phone. Ever. The worst part is, it doesn't ring out, it just rings and rings. And rings some more. They must be sat there taking bets on how long it will take me to give up (20 minutes is my record so far).
• So I log back on to my so-called support dashboard....to find HP have closed my case. How? Why? In what world is my case closed?
• Open a new case. Go round the same loop. No success.
• Decide to return the printer as I'm fed up with it. Request a call, receive one from Tech support. They once again put me through to sales. Who once again tell me to call post-sales. I explain that nobody answers, ever. They say theyre sorry but post-sales "aren't in our queueing system". No wonder. The system seems designed to not allow you to return a printer within 30 days, meaning youre stuck with it. Its day 29 for me and this useless piece of junk is going back, come hell or high water.

I am going back to Canon after this experience. They cannot possibly be any worse than this. Utterly dismayed by HP customer support in the UK.

[ferRX]

HI @Max_Burj 

Please remember I am volunteer here in this Community.

You may try to follow steps from the next message:

>> https://h30434.www3.hp.com/t5/Printing-Errors-or-Lights-Stuck-Print-Jobs/Error-code-UU-400-EB000A990...

If you need to talk directly to HP Support:

>> https://support.hp.com/gb-en/help/hp-plus

• 

* Click YES   to say thank you, 

* Click Accepted Solution when question is answered.

Best regards,

ferRX.

[Max_Burj]

Hi FerrX,

Thank you for replying, I appreciate your efforts, especially given that you're a volunteer (yet another company that has shifted the effort of problem resolution onto "the community" instead of allocating internal resources to it). It has been a painful and frustrating experience buying this printer. After opening more than one case for the same problem (not what I intended, but "adding info to your case number" seems to create yet another case), I finally got through to someone in tech support who spent almost 2 hours resolving all of the above problems. They were very helpful indeed, and I'm very grateful they solved the issue, but it should not have taken 29 days for someone to get back to me about a brand new printer, neither should it have gone to the wire regarding my return date. The only reason I didn't return it was the fact that all of the problems were eventually solved, but as stated, it shouldn't have taken nearly a month. The issues were resolved about 8 hours before my return deadline expired and I just didnt have the energy or capacity to instigate the return as planned. I hope I don't regret the decision but only time will tell. At least now I have 24 months of warranty. If it continues to have issues, I will be voting with my feet for the next printer. [Content Removed]

[ferRX]

Great news 😊, nice to know that all problems are solved !

Seems that all software and hardware companies are moving to a A.I model (Artificial Intelligence) for doing Tech Support, but they are missing the point on providing good Tech Support, forgetting that all printers are used by human beings, and they need real human contact.

Anyways, happy to see all problems solved and you have now 24 months of warranty. 😊

Happy holidays !

ferRX.