Continuous printer problems, asking for a refund due to not being fit for purpose

[Nigel55]

I sent this email yesterday after being refused a refund after 45 days of sheer frustration in not being able to get my printer working consistently. [Content Removed] since if I am repeatedly told the fix is to 'remove the printer from the app and reinstall it'. multiple times there is a fundamental issue with this product. However, refund refused since I had to tell them within 30 days, I took 45days trying to fix it!!!!

Dear HP Store UK Post Sales,

I am extremely disappointed HP is dealing with this situation in this manner. I purchased my HP printer and spent hours and hours trying to get it to print over a long period, including interaction with your chat-bot, posting on your ‘community forum’, and calls to technical support including an hour long call! Every time the problem is resolved (by uninstalling, reinstalling, factory resetting the printer….) the next day the printer stops working!

Even though the technical manager in your call-centre said I should get a full refund due to the continuing issues I have been experiencing, you are now declining a refund for the sake of me reporting the case 15 days past a deadline. This late reporting is due to me trying to resolve the issue week after week between travelling for business.

It is clear this product is not fit for purpose since my last interaction with the technical team (when the printer stopped working again for no reason), the instruction I was given was to delete the printer in the app and then re-install it again. This type of ‘fix’ demonstrates the products has bugs and in my opinion not designed for lap top or desk top use.

So in the interim I have purchased a Brother printer, set it up myself within 10 minutes and it prints every time without fail. Every time! Same WiFi, same desk top, same lap top,… guess what? The only difference is the HP printer.

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This is not about the £100ish the printer cost, that does not bother me to be honest. It’s now about principle and how HP have dealt with the problem.

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Many thanks

Nigel

[Betty0610]

@Nigel55

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