Poor Telephone Printer Support

[DCS10]

Purchased this printer for my wife  FROM HP on 8/8/2022.  Warranty information is messed up, but they are "working to correct it".

Purchased the "HP 3 Year Next Business Day" Service for the above printer.

Last week, my wife was complaining that the printer would print a page and then run through a cleaning cycle and print another page.  This would repeat.  She did not get any error message - oversight.

I called support and found the warranty issue.  I told them what I knew.  I also printed a Status Report.  There were a few error messages with the same error code which I told the person on the phone.  She never acknowledged what the code meant.

Here were her debugging steps:

1) Unplug the AC power cord from the printer and then press the power button for 30 seconds.

2) Plug the AC power cord back in and let the printer initialize.

3) Press the return button 4 times to get into the Service Menu. (Originally she told me to press it once.  Nothing happened)

4) Select the "Semi Full Reset".  The printer then powered off by itself.

5) About 3 minutes later, I asked her if I should manually turn the printer back on.  She said, "No".  It would power back on itself.  4 minutes later it had not powered back on.  She had me manually power on the printer.

6) She then had me print a few pages - no problems.

OK the problem is "fixed".  However, we don't know what caused the printer or what part of the "Semi Full Reset" did the trick.

BTW: The "Semi Full Reset" wiped out some of my other settings such as the Static IP address which I had to manually re-enter before I could print.

I spent an hour on the phone to get all this done.  She had to go back to her "Back Line Support" to get clarification of things that weren't happening as she thought they should.

This printer has printed a whopping 475 pages since it was installed.

The lady has no basic debugging skills.

Unplug the AC power to the printer and THEN press the power button?  I've heard of pressing the power button WHILE reapplying power.  This is a common reset procedure.

Press the return button to get into the Service menu?  She had to go to her support to find out you have to press it FOUR times.

"Semi Full Reset" to clear errors?  What errors?  no one knows!  The error messaged in the Printer Status Report were NOT cleared.

What about my "3 Year Next Business Day" home support?

Bottom line.  She'll get a win for "solving" the problem.  I'll be stuck with a potential problem that may pop up again.

Total time on the phone - about an hour.

BTW: The error code was 0x0cbbb5d6 Line:3259.  This occurred 4 times between 1/20/23 & 4/4/23.