Out of Warranty Repair

[bpdonovan]

I have a 6830 which had a printhead issue. I use the HP trouble shooting system and HP offered to repalce the printer as it  was 11 months into a 12 month warranty. I received the replacement printer which was a REFURBUSHED unit. I installed the replacement unit and it worked for about 1 week. At that point I received a scanner error rendering the unit unusable. At this point I am now outside of the warranty as the warranty is tied to the original printer. I again go through the online trouble shooting system. It rejected me after entering the new serial number for being outside of the warranty period, which again is based on the original unit.

I kinda have an issue with this poilcy. Not only did HP send me a refurbished unit, but it was not repaired properly at HP.  I now cannot find  a phone number to speak to a rep to see what solution they may have to offer and feel they are hiding behind their online self service support system.

Has any one had a similar experience? How was it resolved. What are your feelings on this issue. Anyone with any suggestion, or solution please offer it up!! Thanks in advance.

[DavidSMP · Accepted solution]

Hi @bpdonovan,

Thanks for taking an interest in the HP Support Forums! It is amazing site to post questions, find resolutions and work with the community to resolve issues. After reading your post I see that you have scanning hardware issues with your printer that was actually replaced once. I’ll be delighted to help you with this.

At the outset, the old printer that was replaced had gone out of warranty and was replaced by another printer. Whenever a printer replacement happens, the customer gets a 90-day warranty for the replaced printer by default. So if this replaced printer is within that 90-day warranty, I request you to contact HP phone support to get the printer serviced by visiting this link: http://hp.com/contacthp  Please select the country and language. Please type the product# of the replaced printer and follow the on-screen instructions to contact phone support.

Hope this helps! Please keep me posted about it. I will be glad to be at your service always. I genuinely hope that the issue gets resolved without hassles. Thanks for being a part of the HP community and if you require further assistance let me know and I will gladly do all I can to help. If you wish to say thanks for my effort to help, click the "Thumbs up" to give me a "Kudos" and also please mark it as “Accepted Solution” if this helps.

[bpdonovan]

David, Thanks for clarifying the warranty on the refurbished printer. You were dead on!!! After spending 1.5 hrs on the chat support line with Nicholas he decided that there was in fact an issue with the 6830. Replacement is now on the way. Thanks much!  Brendan 

[DavidSMP]

Hi @bpdonovan,

I am really happy for you that you are in fact getting a replacement that you are entitled to. Super job and thanks for the reply and accepting the solution. I hope the replacement printer works great and stays healthy for a long time. You've been a very valued HP customer and we appreciate you greatly for doing business with HP. 

If you wish to say thanks for my effort to help, click the "Thumbs up" to give me a "Kudos" 

Take care and do have a splendid week ahead.