Complaint due to faulty printer and lack of help

[Jenbex123]

I wish to find someone who I can complain to. So far, I have spent 5 hours online trying to sort an issue with a printer which is less than a month old but is faulty. My husband has spent over an hour on the phone. I have paid £240.00 for this printer. I am paying for instant ink and the printer is broken and not fit for purpose. I need to find someone (who speaks English very well) who can sort this out for me. If I can't I will be speaking to Trading Standards who will sort it out. I have never experienced such awful customer service. They have been happy to take the money but not being helpful when their product is faulty!

[BeemerBiker]

Wi-Fi connection

Ideally, your Wi-Fi printer should connect to the modem or router. If your network has multiple boosters / repeaters, it is possible the printer may connect randomly to any of the units. The modem needs to provide the same IP address on every connection. This rarely happens with random connects. An alternate Wi-Fi connection is Wi-Fi direct. Your laptop or smartphone prints directly to the printer and does not go through the modem.

This video shows how to connect to the router: 9730e
Wi-Fi Direct is explained on page 30 of the User Manual, this Wi-Fi setup avoids configuring the modem.

Software

HP updates software periodically. Downloads shown below may be old. You should always visit the Software and Download page to look for new releases. You may need to select an operating system (OS) first. If windows 11 is missing then use 10. You can go as far back as Windows 7, 64bit to get missing drivers. After selecting the OS click the blue Open all button to view all downloads.

Full function printer drivers can be downloaded here: 9730e
Full function software for scanning can be downloaded here: 9730e
You can find all of the software here: 9730e. You should select the OS and then look for the phrase "Open All" and click that. Drivers from Windows 7 and up are usually compatible with the latest Windows OS.

Documents

All documents are available at the below HP site. The user and reference manuals show how to get status reports and analyze error indicators on printer that have no control panel.

All HP manuals are here: 9730e

Support Videos - Parts - Disassembly

HP has a YouTube site and there are a number of video in English and other languages. Typically unboxing, clearing paper jams, and cartridge problems. You may also find instructional disassembly videos from other users.

Printer problems could be cleared by one or more of these HP YouTube videos 9730e

Printer Reference

One or more printer reference is listed below. Typically your printer may be part of a series and use the same software and manual. The exact spec may be different.

Specifications for your system: 9730e

Official setup guide is here

Possible reset instructions are here but Rachel571 failed to mention that the back arrow may not be visible and you have to guess where it is as it is a "secret menu".

Let me know if you have a flex system (WiFi boosters or repeaters) as the setup is much more complicated.