Support Non Existent

[TY965]

Never mind responding now to any of my posted pleas for help. 

 I will be packing  up  returning this brand new product (HP Envy 7855 All in One Printer.  I will be letting others know of the MANY MANY people experiencing the exact same problem with the exact same printer and getting no support.

I could not find needed help,  though I spent hours on the website,  hours scouring the net, hours watching Youtube HP help videos, and even though I have had excellent support for every question I have asked in the past,  I did not receive even one response about this problem, though I left 3 posts pleading for help.

At 73 yrs of age, I can't get out much these days and am relegated internet purchases.  I have a tough time lifting bigger HP appliances and now will have to wrestle this big new printer back into the styro-foam and then into the box and then take it to UPS to return it.  

Though I have had MANY HP Products over the last 30 years, (my dashboard shows only a few of them), I am thinking of going with, and learning to navigate, another brand,  their Website, and new community forum. 

HP has become too big or something.  The ability to make a simple call to ask for advice would have saved me hours and days of my life.  Because I did not purchase from HP, or did not have instant ink (could not subscribe without setting up printer) and did not have a warranty with them, they would not back their brand new product, nor offer support.  

[Rainbow23]

Hi @TY965,

Welcome to the 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 Community's private message works, Click Here to learn about it.

Thank you for visiting HP Support Community.

Take care and have a nice day.

[TY965]

Dear Rainbow23,

Thank you for replying.

I was about to end my very long relationship with HP and the Community Forum's and noticed a "Feedback" option when searching for a remedy one last time.  I left a fairly detailed feedback, never expecting a reply.

I DID receive a reply from an HP Escalation Case Manger. He called me the following day and he forwarded the call to tech support, who then forwarded the call to a supervisor, who then forwarded the call to Ink sales, who then forwarded the call to a very "good" tech support person named Keni. The entire phone "journey" took 2hrs 23mins and 44secs.  After a very long process, Keni and I, working together, and me giving remote authorization to her, she was finally able to bypass the need for the ^&%#$*!!!!!  SETUP CARTRIDGES.  That is a major FLAW in the purchase of newer Printers, especially the Envy Photo 7855 All in One, as evidenced by the HUGE number of posts from people with the same exact complaint, using the same exact printer!

My problem was resolved by KENI, an HP Phone Tech Support person.  I didn't buy my printer from HP and that printer actually ran out of warranty long before I purchased it.  Private sellers don't tell you that.  It was an "open box" NEW Printer.

I purchased "protection" insurance, but of course, the SetUP cartridges, of which I received the wrong numbers, #67tricolor and "65 Black IN THE BOX, NEW, were NOT covered.!  The seller did not have the correct ones, #64, available, as they only receive the printer in the box themselves.  

From what I have read on this particular topic in this particular forum, this is a MAJOR problem for many people after purchasing the HP Envy Photo 7855 All in One Printer!  Some one should alert the manufacturer and DO SOMETHING ABOUT THIS!

You have no idea how many hours and days of wasted time I spent trying to avoid having to pack this monster back up, at 73yrs old, re-cover it in the plastic, insert the hard bubble protectors, put it back in the styro-foam, then fit it ALL back in the box, package it up, label it, and pick it up several more times, to get it to the nearest shipping carrier!  I KNOW, AS I HAVE HAD TO DO THIS BEFORE SEVERAL TIMES WITH OTHER HP APPLIANCES.

I have used only HP products for the last 30 years, my dashboard displays only a few of them, and noticed that with each successive generation of PC's and Printers, the quality really does not improve that much, but the Microsoft and HP programs and the technical difficulties become more complicated and more difficult to fix myself, as I ALWAYS HAVE IN THE PAST!

I am happy that this ordeal is finally over.  The printer seems to be working fine, (SO FAR), I haven't tried to print an important photo yet, but want to state that if someone had answered my post, like they used to very quickly in the past, it would have saved a lot of dissatisfaction and time.  I noticed that others, with the same problem,  were told they would receive private messages about the problem.  The Support Experts on this Forum, likely stopped answering people, including me, when the shear volume of SAME PROBLEM, became too much to deal with!!

PLEASE PASS THIS ON TO YOUR SUPERVISORS!

My problem was resolved thanks to Sean at the Escalation Case Dept and the "SUPER TECH" Keni !!!

[TY965]

Rainbow23:

Thank you for responding.  I was able to finally get telephone tech support and now have my printer operating .

But...I DO have a question for you.

The seller of my HP Envy Photo 7855 All in One said they finally found the correct "Set Up" Cartridges and they arrived today.

I wondered if I could use them to take advantage of the extra ink, OR if using that particular type of cartridge, given all the problems I had to deal with by NOT having them, would cause a GLITCH in the printer programming??

Should I or should I NOT use them when current cartridges run out??

Thank you for your time and expertise!!

[Rainbow23]

Hi @TY965,

Glad to know that your issues has been resolved.

Setup cartridges are used to initialize the printer so that they can start printing. As the printer is already initialized, the setup cartridges are not needed.

Do keep us posted if you need help in the future.

Take care and have a nice day.

[TY965]

 Thank you, Rainbow23, but I "know" that the ink cartridges are not "needed," I just wanted to know if the ink in them could be put to use, rather than just waste them?

HP says on the ink cartridge packages, "Not for sale or resale," so I don't think I should try to sell them to someone who does not have those setup cartridges, (as it appeared that was a problem for so many people on the this board).

Maybe I should post them as a Christmas Gift, if I can't use them for anything?

If the ink in those cartridges are useable, I think they should be used and not wasted.  (I don't know how much ink that is and I still don't know why they were/are necessary?) Simple low ink cartridges could be provided in the new printer box with no programming!!  I guess I am still a little annoyed about all the time I had to invest before I got the problem fixed.

Anyway, I am sure you saw how many posts there were with the same exact problem, with that same exact printer.  I sincerely hope that HP rectifies that for the consumer.

I hope my questions and comments are more clear this time.

Merry Christmas.  I hope you have a nice day, as well.

Taylor