Big disappointment

[steviebklyn]

I have to share this with the know-it-all people or wanna be tech support that try to shoot down everything i explain, they all have the wrong answers.  I have an officejet pro 9025e.  I decided to go wireless with it, to make sure i was done correctly i called HP's so called Tech Support. I never ever experienced such terrible support in my life.  They made me download the HP Smart App which I used when my printer was on connected USB.  When we tried to go wireless, the smart app wouldn't recognize the printer.  They did a factory reset and a few other resets which i didn't know can be done with the printer, nothing worked, we reset my router and many other support steps. I was put on hold for hours, promised call backs, being hung up or mysteriously disconnected from them. I actually had to make a complaint to the corporate office, my issue was escalated to a case manager, which is another horror story. They connected me to support once again and i still had the hang ups and promised call back that never happened, maybe a few out of 12 called me back with no solutions, spoke to first level, second level, hp cloud, hp+, not one did anything to resolve my issue. On top of all this, after them trying so many resets my serial number on my printer screen went to all  0000000000.  My serial number disappeared. I was told they didn't know how the serial numbers just disappeared.  My printer is now being replaced with a refurb because i have a warranty, not happy about but that's their policy. It is what it is.  The reason why I'm telling this story a 2nd time is because last night i spoke to a Dell Tech Agent, second level, I was told that he has seen so many issues with HP's software, most of the printer problems that come in from HP. He said the software HP uses is a problem most of the times. I decided today to purchase another printer, other than HP, an Epson, after speaking to many of my clients, they hardly have any problems with the Epson Printers. but when they had HP printers, they had nothing but problems.  I guess I'll put the replacement into my nephew's room, my extended warranty is good until 2024.  I had a long friendship with HP Printers, it's sad that i had to go another company but it had to be done.  Hopefully HP's Tech Support will get better, especially terrible support in the Philippine's, most were so rude to me and hardly followed up with my support. I had to keep complaining to the escalation manger, all she could say was sorry every time we spoke.  We're still baffled how serial numbersjust vanish on the printer.