Urgent Escalation: HP OfficeJet Pro 9125e scan fault and defective replacement

[Fidelistic]

(edited)

I am writing regarding the replacement printer I received today, the HP OfficeJet Pro 9125e.

The original unit was replaced because of two critical and unresolved faults:

1. When scanning a two-page document from the top glass, the output is sent to the laptop as two separate files instead of a single front-and-back file. This issue does not occur when scanning through the document feeder or when using the HP Scan software directly on a laptop.
2. After scanning from the top glass, it takes an average of 5 minutes before the scanned file reaches the laptop, regardless of which laptop is used.

These faults do not occur when I scan through the document feeder or when I use the HP Scan software on a laptop. This isolates the problem to top glass scanning on this model.

Today, I spent nearly three hours with Gane from HP Technical Support, repeating tests on multiple laptops. Unfortunately, the same problems persist. This strongly suggests the issue is specific to the HP OfficeJet Pro 9125e model, as my previous HP OfficeJet Pro 8630 handled these tasks without any difficulty.

I must also highlight that the replacement printer does not appear to be brand new. The device contained another customer’s email address (Melissa.maves@**bleep**) in its saved memory, indicating it was previously used or refurbished before being shipped to me. Sending a refurbished device as a warranty replacement without disclosure is unacceptable.

Additionally, I continue to face difficulty reaching Mr. Deva, HP Consumer Escalations Case Manager who is assigned to this case. The number provided (1-866-780-6066) consistently disconnects when I attempt to enter the extension. I have reported this issue multiple times, yet the same nonfunctional contact number continues to be shared with customers.

Regrettably, this has been my most disappointing experience with an HP product. My HP OfficeJet Pro 8630 served me reliably for almost 11 years, but the 9125e has left me questioning HP’s quality and customer care. To worsen matters, HP has declined my request to exchange this flawed model for a higher-tier printer, even with my willingness to pay the price difference.

I am therefore making one final and firm request:

• Replace the HP OfficeJet Pro 9125e with a different, higher-grade model. I am willing to pay the price difference.

This is the only acceptable solution. Providing another 9125e, refurbished or otherwise, is not an option.

Sincerely,
Fidelis

[Repairatrooper]

Just so you are aware: This forum is a user to user support forum and not a direct conduit to HP, HP technical support or any other HP entity. I have requested the moderators to escalate your post, I can make no assurances to you on how long or if that will happen in what you  may consider an acceptable time frame.

That is an odd problem and sound more like an embedded setting than a defect. When scanning from the printer to the laptop, what method are you using? Scan to folder? Scan to Email? Are you networked or USB attached?

While unacceptable that they failed to purge or factory reset the product, refurbished repalcement is listedin the terms and conditions of HP's warranty statement.

https://www.hp.com/us-en/privacy/limited_warranty.html

[zoey7886]

@Fidelistic, We understand your concern with theHP OfficeJet Pro 9125e scan fault and defective replacement  and we'll elevate this case to the concerned team for assistance, we need a few of your details to process the elevation and the same cannot be shared in a public platform, kindly check your inbox using the envelope icon next to your profile or by clicking here 
Regards, 

[Fidelistic]

• Ignored Support Request
  I sent an email regarding this same issue 14 days ago to hpservicesupport****@hp.com, but I have not received any meaningful response. Being ignored after such a long wait is frustrating and disappointing.

• Scanning Function Limitation
  When scanning from the printer to my laptop, I always use the “Scan to Computer” option. However, there is no available option for “Scan to Folder,” which severely limits my workflow.

• Warranty and Refurbished Unit Concern
  Nowhere in HP’s warranty statement does it indicate that it is acceptable to provide a refurbished printer containing another client’s credentials. This raises both data privacy and product integrity concerns.

• Escalation Request
  I respectfully request that this case be escalated to a senior decision-maker who has the authority to resolve it properly. At this stage, I am seeking a replacement for the HP OfficeJet Pro 9125e with a higher-grade model, and I am willing to cover the price difference if required.

• Customer Frustration
  This ongoing back-and-forth over email has been time-consuming and unproductive. I am looking for a final, effective resolution rather than continued delays.

[Fidelistic]

• Ignored Support Request
  I sent an email regarding this same issue 14 days ago to hpservicesupport***@hp.com, but I have not received any meaningful response. Being ignored after such a long wait is frustrating and disappointing.

• Scanning Function Limitation
  When scanning from the printer to my laptop, I always use the “Scan to Computer” option. However, there is no available option for “Scan to Folder,” which severely limits my workflow.

• Warranty and Refurbished Unit Concern
  Nowhere in HP’s warranty statement does it indicate that it is acceptable to provide a refurbished printer containing another client’s credentials. This raises both data privacy and product integrity concerns.

• Escalation Request
  I respectfully request that this case be escalated to a senior decision-maker who has the authority to resolve it properly. At this stage, I am seeking a replacement for the HP OfficeJet Pro 9125e with a higher-grade model, and I am willing to cover the price difference if required.

• Customer Frustration
  This ongoing back-and-forth over email has been time-consuming and unproductive. I am looking for a final, effective resolution rather than continued delays.