Customer service

[E55]

Our laser printer abruptly stopped working. It cannot be turned on. We spent days calling various departments at HP and got transfer from one to another without any resolution. We also troubleshoot with technical support and they arrived to the conclusion that it’s a manufacturer part failure. I was promised that I will be taken care and that they will send me a refurbished printer but that it needed to be approved by a case a manager. The case manager was out of the office for days and no matter who I spoke with at HP, they all pass it on to the next person by transferring the call. 
After 6 days of calling and having spent hours on the phone trying to reach someone who will be able to help, I finally reach out to the case manager. She ended up been of no help. She said that the warranty expired 60 days ago and they cannot send me a replacement refurbished printer. This is unacceptable. I was not able to contact HP 60 days ago because of COVID. Regardless, HP should stand by their products if there is a faulty part causing the printer to not turn on. This is not a customer issue. As a shareholder and supporter of HP for long time, we are extremely disappointed on how this was handled. Basically they don’t care that we spent $ 400 on a printer a year ago that now is NOT WORKING ! 
I plan to contact the executive management at HP as they must be aware of how I was mislead and treated poorly. We supported HP business during the pandemic and in return they don’t want to help us with this issue. 
Hope someone in management reads this post and acts quickly before we stop doing business all together with HP 

[Nal_NR]

Hi @E55,

Welcome to the HP Support Community

I understand that you are facing an issue with your Printer. Not to worry I will help you to get a resolution to resolve the issue.

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you 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.

Hope this helps! Keep me posted. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!