Filing an complaint with HP

[bntal]

The HP DESIGNJET T1600 (3EK10A)) was purchased from our company and the machine was omitted on 03/14/2023. On 06/11/2023 it failed for the 1st time with its screen initially not working and then completely went unresponsive. We then called the support department of HP® Greece and they sent a repair technician to repair because it is under warranty. While fixing the printer the technician confirmed that it is rarely used, that the damage was accidental and that in no case was the damage due to misuse. On 23/11/2023 (less than 15 days from the 1st repair) the machine stopped working for the 2nd time showing the same behavior as the 1st time. In a new communication with HP® Greece, they suggested that a technician come again to repair it for the 2nd time. We requested that this time they should consider replacing the faulty machine rather than opting for repairs due to its persistent issues to which we got the response that their repair policy indicates that they are unable to provide a replacement for the faulty machine.

We firmly believe that, given the persistent issues with the machine, it is within our rights to request a replacement for a more effective solution.

[Raj_05]

Hi @bntal,

Welcome to HP Support Community.  

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

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Alden4
HP Support 

[Repairatrooper]

Based on my experiences, you need to have the dealer you purchased it from intervene. They can lean on their HP contacts. If it is indeed an identical failure you do have a valid case to demand replacement in my opinion. 

[bntal]

Thanks for your proposal and also for sharing your opinion that since it is an identical failure I indeed have a valid case for demand.

The dealer referred me to the support department, and they're advising me to repair the machine instead of opting for a replacement.

I'm trying to find out whether the support departments are centrally organized. If this is the case then I must try to reach the central organization.