Formal Escalation Request – Defective HP All-In Plan Printer – Case #Edited

[freddyjim]

Case #Edited

I am requesting a formal escalation regarding my HP OfficeJet Pro 9120r under the HP All-In Plan.

The printer is unreliable and repeatedly fails to work properly. We have contacted HP multiple times, but the problem has not been resolved.

HP is now claiming that the problem is caused by our router and that our internet provider needs to open specific ports. I strongly dispute this diagnosis. HP has not provided any actual diagnostic evidence showing that our router is the cause of the printer's failures. Sending us a generic list of ports does not prove that our network is responsible for this specific printer not functioning properly.

During my most recent attempt to resolve this issue, I also spoke with an HP supervisor. After I explained that the printer was still not working and that I disagreed with HP's router explanation, the supervisor disconnected the call. I find that completely unacceptable.

This printer is provided under the HP All-In Plan, and HP retains ownership of the equipment. I am paying a monthly subscription for equipment that is not functioning reliably. I have asked to cancel the service, but I have been told that I may be responsible for an Early Cancellation Fee.

I dispute any Early Cancellation Fee under these circumstances. I should not be required to continue paying for a nonfunctioning or defective HP-owned printer, nor should I be financially penalized for ending the subscription when HP has been unable to provide working equipment.

I am requesting:

1. Immediate escalation of Case #Editedto HP Executive Customer Relations or another department authorized to resolve All-In Plan disputes.
2. Cancellation of the HP All-In Plan without an Early Cancellation Fee.
3. A prepaid return label for the HP-owned printer and applicable subscription supplies.
4. Written confirmation that no cancellation penalty will be assessed after the equipment is properly returned.
5. Documentation showing the actual diagnostic evidence HP is relying upon to claim that our router is responsible.
6. Review of the support call during which the supervisor disconnected the conversation.
7. Review of charges for the period during which the printer has been materially unreliable or unusable.

I am not requesting another generic troubleshooting response telling me to contact my internet provider.

I am requesting that HP formally review this matter and provide a fair resolution for a customer who is paying for an HP-owned printer that does not work properly.

Please escalate Case #Edited.