HP promised to address eprint issue. Meanwhile, printer went out of warranty.

[JayWY1]

I bought directly from HP a Laserjet pro MFP m227fdw because it had e-print feature. This feature worked and then didn't and then did and then, last September, while I was out of town and printer was still under warranty,  it stopped working again.  I returned in January and, once again, tried to get help.  Agent told me that e-print was no longer supported on my printer AND since my printer was now out of warranty, I would have to pay $20 to get help, even though she assured me there is nothing to be done because of HP decision to no longer support e-print.

How can HP decide to no longer support such an important feature on a 1 year old machine without offering to replace it or take it back?

[Dragon-Fur]

@JayWY1 

Welcome to the HP Community --

Dragon Opinion

Please ignore anything not relevant to your situation.

There might be confusion -- or disagreement -- about ePrint and its support criteria.

This printer does indeed appear to be for sale -- Amazon lists it, for example.

HP does not list the product as for sale at Store/HP.com USA Sales

The product was first released in 2016.

That's a several year difference between when the printer was a new product -- and ePrint was perhaps the only remote printing option -- and now, years later when the ePrint product, always free and never actually a serviceable feature, is no longer available on printers since 2020.

HP printers - Print with HP ePrint 

What to do?

I'm not sure -- ePrint is a free service, made available to consumers as such.  The product is maintained on banks of servers in HP and managed by automated and fairly sophisticated programs.  There is not a crew of people sitting at desks ready to check individual job flows or respond to questions.

A standard printer Warranty, that is, the warranty provided with a new product, was for a limited time - perhaps one year after original purchase.  Warranties of this type are generally hardware warranties -- Hardware warranty services are limited to specific hardware failures and do not typically cover software based services. 

At the least, were it mine to do, I'd not consider paying for service on a product that is essentially the best it is going to be regardless of whether you ask someone to pound on it for you.

• Restart everything, including the router that controls your network.
• Re-Read the requirements to be sure your entry is within the supported type of email and attachment criteria.

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HP LaserJet Pro MFP M227fdw  

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[JayWY1]

Thank you.  After following your recommended steps, I was surprised to find they worked and e-print functioned correctly - for 12 hours.  It seems the problem is the printer keeps losing its network connection and e-print fails as network is lost.  My feelings on HP have not changed.  I keep speaking with people whose English was difficult to understand and who "understand how frustrating this must be" and who read me corporate policy rather than acknowledging that the machine has had - since day one -  some sort of issue that loses network connection and that HP should be offering free tech support that might lead to replacing the machine, even though the printer is now out of warranty.

[Dragon-Fur]

@JayWY1 

You are welcome.

Having exhausted practical advice I can offer on the subject, I shall withdraw.

Thank you for participating in the HP Community --

People who own, use, and support HP devices.

Click Yes to say Thank You

Question / Concern Answered, Click my Post "Accept as Solution"