Error Code 11 - M234DWE - Genuine Toner suddenly stopped working. Unable to clear error

[Repairatrooper]

Not defending the practice but collateral payment is pretty common  these days to ensure they get the old printers back. Better than the old system where you had to send the old one back first before they would ship the new one.

[btoy]

I have the same error for a different printer MP209 dwe.  I would pay the money if it was going to be returned.  Don't want to sign up phone help if that isn't going to be refunded and the problem was on HP side.  HP printers were good but I'm thinking of going with another brand if this issue isnt resolved.

[DAN4441]

Hey bros, after coming here, I realized that thousands of people have encountered the same problem as me. I originally thought the issue was on my end, but now I know that we’ve all been screwed over by HP.

I contacted WhatsApp, and someone told me they need to escalate my case to the relevant higher-level team and then get back to me with accurate information as soon as HP has it. I have no idea if this will be of any use.

Where are you guys from? I’m in Australia.

[shippinguy]

I am from the US.  I saw an earlier post in Italian, it's likely that this impacted printers globally.  If you do a Google search for "HP firmware update" and limit the time span to just the past week you will see that this is getting a great deal of attention (from everyone except HP it seems).

[H411]

Update - it seems as if it appears that I'm getting (some) traction on this. 

First -  they emailed me asking for consent to record all calls - and that they'd call within "4 business hours." (No call)

Then - I got an email that my "case was closed." (**bleep**? no call or anything)

Next - I tweeted HP support asking why my case was closed with no resolution - then I got this response: "As per the update received, your case has now been elevated to the customer relations team in your region, and they are the highest level of the escalation. We already notified your case to them, and they will reach out to you going forward. The case manager will help you with the case resolution, and I request you contact them directly for support via email or phone. Complaint case number: XXX123XXX Regards, HP Social Media Escalation Team"

So now I'm in the nose-bleed section of escalation apparently. 

It's so ludicrous that so many "chefs are in the kitchen" for this matter. I think HP needs DOGE to come help them streamline things. For Christ's sake - empower people to do the right thing, and maybe they can afford to hire good firmware programmers who don't screw things up for everyone.

I'll keep everyone up to date about this saga. Thanks for everyone's help with phone numbers and Twitter info, too.

[MI_ScottK]

I went through the same process.  When I didn’t call me back after 8 hours, I called them with my opened case number.  Initially, they were going to send me a new 134X cartridge and if the same error persisted, they would replace the printer.  Unfortunately, my printer had 6 days left on the warranty and it would take 7 business days to get a replacement cartridge.  Since my printer would be past warranty, we thought it would be best to replace the M234sdw with M234sdwe.  The “e” is enhanced for security and advanced instant ink features that the M234sdw does not have.  I remember seeing the latest firmware update was not intended for M234sdwe.  Maybe HP tried to update the security and inadvertently blocked a batch of 134X printer cartridges, and since HP does not provide a method to downgrade firmware wanted to replace the printer.  Sad part is that the new M234sdwe printer follows my old warranty, so when it arrives at my house 7 business days, it will already be out of warranty.  I was asked if I wanted to spend $19 to extend the warranty by 14 days if I was having any trouble with the new printer.  Support person claimed that my existing 134X that did not work in old printer would work in the new printer.  I would have to pay to get support though.  That’s not right.  The warranty should follow the printer.

HP charged $1 retainer fee and would be reimbursed once I return the old printer.  Other than not getting my $1 back, does anyone know what would happen if I don’t return the old printer?  HP never stated.

[H411]

What a runaround.

I wonder if the accounting department at HP knows about this colossal waste of human manpower. I'm serious - they could cut half their staff and just replace things instead of doing this monkey circus of inefficiency. And profit even more.

And it would do wonders for customer retention. But something tells me they have so many customers already that they don't really care if they piss people like us off.

Shame.

[SecondServeAce]

The “e” is enhanced for security and advanced instant ink features that the M234sdw does not have

I would not necessarily consider these selling points. The "enhanced security" is what allowed this debacle to happen in the first place. And I would recommend doing more research on the instant ink "features" to understand exactly what it entails. I made the mistake of getting an "e" model (i.e., HP+) without fully understanding what it means. Never again!

[SecondServeAce]

Other than not getting my $1 back, does anyone know what would happen if I don’t return the old printer?  HP never stated.

Here is what HP Support on X/Twitter said about the replacement for my out-of-warranty M140mwe 👇🏽

Please return the original product reported in no more than fifteen (15) days after you receive the replacement unit. Otherwise, you have the risk of being billed with the cost of the replacement.

[H411]

@Shippinguy - perfect image of a bricked printer - you should sell stickers on eBay. Just bumping this thread to keep it fresh.

No updates from HP yet - they said I was at the highest level of escalation. I'm losing oxygen here waiting. Maybe that's their hope?