HP Smart Tank 750

[VGS_Madurai]

Dear HP Support Team,

I am writing to formally escalate my concerns regarding the ongoing and unresolved issues with our HP Smart Tank 750 All-in-One printer. Despite multiple service visits and part replacements since the complaint was first raised, the issue remains unresolved and has caused significant disruption to our operations.

Case Timeline:

13th August 2025 – Complaint was logged with HP regarding an E2 error during duplex printing, where the first side would print but the second side would fail, with paper getting jammed.

22nd August 2025 – After several follow-ups, a service engineer from the HP authorized service center inspected the printer, documented the issue with photos and videos, and informed us that he would check with the team head and update us.

23rd August 2025 – Order was placed for a replacement backbone.

31st August 2025 – The engineer visited again and replaced the backbone. After replacement, the printer stopped working completely and began making loud noises. Unable to identify the cause, the engineer reinstalled the old backbone, which stopped the noise but left the printer entirely non-functional.

12th September 2025 – Based on further feedback, additional three parts were ordered.

24th September 2025 – The engineer visited and replaced two disk encoders. Despite this, the printer continues to have the same issue initially reported on 13th August 2025.

Concerns:

The issue remains unresolved for over a month, despite multiple service visits and replacement of several parts.

The lack of proper diagnosis and repeated trial-and-error replacement of parts by the authorized service center has not only failed to fix the printer but also caused further downtime.

As a paying customer, this level of service is unacceptable and has directly resulted in significant business losses due to printer unavailability.

Request:

Immediate corrective action from HP to resolve this case properly, with clear accountability.

A refund for the parts paid for, which have not resolved the issue.

An internal review and action against the authorized service center for their lack of accurate diagnosis and inadequate support provided to the end user.

If the issue cannot be resolved promptly, I request a replacement of the product itself.

We have trusted HP for reliability and service quality, and this experience has been extremely disappointing. I kindly request urgent intervention and a concrete resolution to this matter.

I look forward to your immediate response.

Sincerely,
VGS - Madurai

[Hawks_Eye]

Hi @VGS_Madurai 

Welcome to the HP Support Community! We're here to help you get back up and running.

My sincere apologies for the inconvenience caused to you. We'd hate for you to be stuck in a situation like this. Because you matter to us.

Not to worry I'll do everything I can to help get this sorted for you.

I need some information to assist you better, however these details cannot be shared in public due to privacy concern.

I'm sending you a private message to guide you on the next steps.

To access it, click the private message icon in the upper-right corner of your HP Support Community profile, next to your name.

If this resolves your issue, kindly mark this post as "Accepted Solution" and click "Yes" if it was helpful.

Take care and have a great day!

Regards,

Hawks_Eye