Request for Replacement of Defective HP Smart Tank 580 Printer (S/N: #) – Under Extended Wa

[DhavalRSarvaiya]

Dear Sharaf DG and HP Oman Team,

I hope this message finds you well.

I am writing to formally bring to your attention a genuine and persistent concern with my HP Smart Tank 580 All-in-One Printer (Serial No: #), purchased from your Sharaf DG City Centre Muscat store on 23rd November 2023 (Invoice No. SIMC201231123023). The printer is covered under an Extended Warranty valid until 22nd November 2025, as confirmed in the attached warranty certificate.

Despite following all user guidelines, the printer has experienced recurring technical issues since purchase — primarily related to Wi-Fi connectivity and print functionality. Below is a summary of the service history:

Date / Ticket No. Issue Reported Action Taken Remarks

Jan–Feb 2024 (Ticket #605141)	Wi-Fi not connecting	Printhead changed (unrelated to issue)	Problem persisted
Sept 21, 2024 (Ticket #632726)	Wi-Fi & performance issue	Sent to service center	Returned in Oct 2024, issue continued
Nov 2024 (Ticket #77865)	Printer not printing	Quotation OMR 31 for printhead & cartridge	Unacceptable under warranty

In total, the printer has been sent for service three times within the first year, each time with minimal usage (less than 500 pages printed). This is significantly below the 10,000 prints over 3 years indicated on the product packaging, forming a reasonable expectation of durability and performance.

Additionally, I recently discovered that two printers (sn#and sn#) are registered under my HP account, though I purchased only one unit. This further raises concerns about the accuracy of product tracking and service management.

Given these circumstances, I sincerely request:

1. Immediate replacement of the defective printer under the extended warranty program.

2. Waiver of all repair charges (OMR 31) proposed for the current service case.

3. Compensation or goodwill credit for the repeated inconvenience of physically transporting the printer, often with a full ink tank, multiple times to the service center.

This request is made in good faith, not as a complaint but as an appeal for fairness and professionalism from two reputed brands — HP and Sharaf DG, both known for customer-centric policies and after-sales excellence.

I truly appreciate your support so far and trust that you will consider this case as one deserving of an immediate replacement resolution rather than further repairs.

I would like to emphasise that, [edited] in the event of a defect or repeated failure of a product within its warranty period the provider is required to repair, replace or refund the commodity. Given that my printer has repeatedly failed despite minimal usage, I respectfully submit that replacement—not further repair—is the proper remedy under the law.

I look forward to your positive response.

Please feel free to contact me at phone# or by email should you require any additional documents or wish to inspect the unit.

Warm regards,

[VikramTheGreat]

Hi @DhavalRSarvaiya,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

Thank you for contacting HP Support and for sharing the detailed information regarding your HP Smart Tank 580 All-in-One Printer. We truly appreciate the time you’ve taken to explain the situation and understand how inconvenient it must be to experience recurring issues despite multiple repair attempts.

After reviewing the details available on our end, we would like to clarify that we are not seeing any active HP Care Pack or extended warranty coverage associated with your printer’s serial number in the HP records. As per our system, the unit’s standard warranty period has expired.

Since you mentioned that you purchased an Extended Warranty plan from Sharaf DG, we kindly recommend that you contact Sharaf DG directly with your warranty certificate and invoice details. The extended coverage you hold appears to be a store-issued plan, which means that the service, repair, or replacement decisions are managed by Sharaf DG under their warranty terms. They will be able to validate the extended warranty and assist you with the replacement or repair request accordingly.

Please rest assured that HP will fully support Sharaf DG in providing any product-related diagnostic information they may require to process your case.

We sincerely appreciate your patience and understanding, and we want to ensure you receive the support you deserve.

I hope this helps.

Take care and have an amazing day!
 

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Regards,

VikramTheGreat

[DhavalRSarvaiya]

Thank you very much for your prompt and detailed reply. I sincerely appreciate the clarity you have provided regarding the warranty status and the guidance to follow up with Sharaf DG for the extended warranty support.

However, I would be grateful if you could help me understand one point for my records:
When I log in to my HP account, I see two different printer serial numbers ( Edited Removed SN– the one I purchased, and Edited Removed SN – which I never bought). Since I only purchased a single HP Smart Tank 580, could you kindly clarify why two units appear under my profile?

I am concerned whether:

1. a replacement was ever initiated or registered earlier without my knowledge, or

2. this is a system-level linking error that needs to be corrected.

Any guidance on how this second serial number became associated with my account would be greatly appreciated, as it may help me in discussing the matter with Sharaf DG as well.

Thank you once again for your assistance and professionalism.

Warm regards,
Dhaval

[VikramTheGreat]

Hi @DhavalRSarvaiya,

Thank you for getting back and letting me know about the issue that you are still having with the product. 

To get you further assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name.  

We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

VikramTheGreat

HP Support