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KSistrunk
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Where do I get support for my Samsung MultiExpress ML5370LX??

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Samsung MultiExpress ML5370LX

Samsung says HP provides support. HP closed my ticket and said they don't support Non=HP products. HELP!!

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Dragon-Fur
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Message 2 of 9
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@KSistrunk

 

I do not find that printer in the list...

 

Results for "Samsung MultiExpress 5370" (200)

 

Maybe it is this one instead?

Samsung MultiXpress SL-M5370 Laser Multifunction Printer series

 

I can is ask for someone to take a look.

 

Please double-check the model name and have that information ready.

 

Thank you for participating in the HP Community Forum.

We are a community of HP enthusiasts dedicated to supporting HP technology.

 

 

Dragon-Fur

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KSistrunk
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Yes those are the same. I contact Samsung, they say HP. I find drivers on HP site, but when I have an actual hardware issue with the printer, HP says they don't support.

 

This is a hardware issue, not a software/drivers issue.

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Dragon-Fur
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@KSistrunk

 

So, printer is:

Samsung MultiXpress SL-M5370 Laser Multifunction Printer series

 

Is the printer still under warranty?

 

 

 

HP Technical Support - HP Contact Information

 

Please take the time to read the warnings regarding thieves and vermin:

Scams and Unscrupulous Contacts – Please READ

 

Reminders:

  • Chat is not available in every region.
  • In those areas where Chat is an option: Chat is not available all the time.

 

In the event that Chat is not available in your region and / or time zone, please consider using the old-fashioned method.  Submit your case (to receive contact information) and / or call support on the phone.

 

  • HP may advise you there is a fee for phone support and / or other services when your computer / device is no longer under warranty.  This is normal business practice.

 

  • HP may tell you that certain services are not covered under warranty.  This is normal business practice.  Standard Warranty typically covers hardware issues as explained in the Warranty contract. Care Pack coverage and warranties differ by package.

 

  • USA / Canada: HP posts your regional contact information after you submit an online case.  Use the serial number of the device to submit the case to HP.

 

 

Option:  HP Technical Support

 

Open Browser to HP Technical Support,

Select Contact Support or Business Support

Follow instructions

 

 

Option:  Contact HP Technical Support - Regions

 

USA / Canada

  1. Submit information online: HP Customer Support - USA / Canada - Contact
  2. Sign in or continue as a guest

UK

  1. For faster support, submit information online HP Customer Support - UK - Contact
  2. Contact Phone: Contact HP UK – Phone Assist

 

Everywhere else

  1. Contact Information: HP World-Wide Support

 

 

Option:  HP Agent Response on the Forum

 

You can choose to wait for an HP Agent to respond to your request on the forum.

 

The following applies to HP agent response on our community forum:

  • An HP agent will post back before contacting you privately
  • HP agent response times vary widely – this forum is not HP Technical Support
  • HP agent response is NOT guaranteed - this is a community forum
  • Be aware of scams and thieves that crawl out from under the rocks – READ the warnings

 

 

Thank you for participating in the HP Community Forum.

We are a community of HP enthusiasts dedicated to supporting HP technology.

 

 

Dragon-Fur

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KSistrunk
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@Dragon-Fur

 

Thank you for the information. The printer was purchased in 2016 so I do not think there is warranty applicable. However even if we had to pay to get a technician to service the unit, we are open to that.

 

To address the options you listed. That is where this all began. I created a ticket with HP, and it would not accept the serial number of the unit as valid. So I entered the model number and created the ticket with HP support (at the links you listed). An HP agent reviewed the ticket and closed it immediately with the note: "Product is not manufactured by Hewlett Packard Inc."

 

So HP claims to support the item, but when you try to get help, they say it is not supported. And there is no number to call to actually speak to a person. They drive everything through the automated system, where if you don't have a support contract or an HP part number, you are dropped.

 

We would have signed up and paid for a support package if they would acknowledge the product and the ability to support it.

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Dragon-Fur
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@KSistrunk

 

It sounds like the tech is not “up to date” on HP having purchased Samsung.  ???

 

I will send another “bump” request to the Moderator group.

 

“Hang in there.”

 

Thank you for participating in the HP Community Forum.

We are a community of HP enthusiasts dedicated to supporting HP technology.

 

Dragon-Fur

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KSistrunk
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@Dragon-Fur

 

Attached is the case as I submitted it. Just so you can see how it was handled.

hpsupport.png

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rick-s
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@KSistrunk

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Forum.

I work on behalf of HP.
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KSistrunk
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@rick-s

 

I sincerely apologize for the error. I was only trying to show that I did, in fact, try to use the recommended channels and furnish full detail with my request.

 

I look forward to hearing from someone.

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