Why did HP delete my question about my Officejet 5744?!?!?

[KenDS]

After a recent driver update (pushed by HPs driver management tool on my laptop), I could no longer connect to my 5744 printer wirelessly. It was working great, update installs, printer no longer connects to computer.

I spent hours rebooting, reinstalling, uninstalling, running their troubleshooting software, etc., all with no luck. So, I call customer service, but end up waiting more than half an hour. While waiting, I type my question in the support forum. 12 hours later, I get a private message that says to call them, since "its hard to provide you the appropriate solution for this issue in community," and my original question is gone?

No, actually, it's not hard. HP's "updated drivers" took a printer that was working fine (wirelessly) and turned it into a printer from 1997 (no wireless ability). Rather than fix the problem. HP swept it under the carpet and hid it from public view.

As a former, 16-year employee of HP (now HP Inc.), I find this behavior abhorent and the solution non-existant.

The solution I got on the phone after my 40 minute wait? "We can help you, but since your product is no longer under warranty, it will cost you $19.95 to resolve this issue." Translation: "Go buy an Epson."

I mean, the problem was induced by HP. It's not like a Windows update killed the printer, or a lightning strike messed up the hardware. It was an HP update that killed it. Why should I have to pay for that?

I'm amazed HP is still ruling the printing world with service like this. I'm embarrassed. 

[sabretooth04 · Accepted solution]

Did you look for your question?  It is here.

https://h30434.www3.hp.com/t5/Inkjet-Printing/After-recent-driver-update-1-18-Officejet-5744-will-no...

[Paul_Tikkanen]

Hi:

Your original question did not get deleted.  It's right here...

https://h30434.www3.hp.com/t5/Inkjet-Printing/After-recent-driver-update-1-18-Officejet-5744-will-no...

The private message you received was from a scammer.

No one on this forum (scammers excluded) will ever answer a post in the public forum with an unsolicited private message.  Ever.

There is a warning banner at the top of the private message program which warns against scammers.

HP and Lithium (the company who hosts this forum) are trying to figure out ways to prevent these scammers from operating here, but it is not an easy thing to do.

[KenDS]

Thanks. Previous attempts to find the question showed it as removed.

Maybe a technical glitch?

[KenDS]

Thanks. Previous attempts to find the question showed it as removed.

I appreciate the follow-up.

[Paul_Tikkanen]

You're very welcome.