Poor Customer support

[mann31707]

I am writing to raise a concern regarding the recent diagnosis of my printer issue. As per your assessment, a part replacement has been suggested, citing accidental damage. However, I would like to clarify that the issue appears to be technical or manufacturing-related, not accidental.

During my initial complaint, I clearly mentioned that paper is getting stuck during printing, which seems to be the primary cause of the error (represented by three dots). The part you’ve identified for replacement is working fine, and the error is likely due to a software or technical fault.

It is extremely disappointing that instead of resolving the actual issue, the customer is being asked to pay for a part that is not faulty. The printer is under warranty (less than 45 days old) and has printed fewer than 50 pages, which can be verified via the HP Smart App.

For your reference, I am attaching a video that clearly shows the issue occurring during use. I request that you:

1. Reassess the issue, focusing on the paper jamming error.
2. Send a technician/executive for on-site inspection and resolution.
3. Process this case under warranty, without any charges for part replacement.

I trust HP will uphold its commitment to customer satisfaction and warranty support. Looking forward to a prompt and fair resolution.

Best regards,
Manoj Kumar

[Garp_senchau]

@mann31707, Welcome to HP Support Community,

Thank you for reaching out and bringing this matter to our attention. We apologize for any inconvenience caused and appreciate your patience in this regard.

To proceed with a more thorough investigation and ensure the issue is addressed appropriately, could you kindly share your case ID with us? Please send it to us via private message, and we will look into your concern further

We are committed to providing you with the best possible support and ensuring your satisfaction. Looking forward to hearing from you soon.

Take care and have a good day. 

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Regards,