Escalation Request — Four Hours of Support, No Resolution — Replace Printer Under Coverage

[libirm2]

Dear HP Executive Relations/Board Office,

I’m requesting an urgent escalation. Over the last four hours across multiple technicians, my HP All-in-One printer HP Office Jet Pro 9129  under Instant Ink / All-in-Plan / Care Pack remains unresolved despite all prescribed troubleshooting. The device continues to scan documents with a “tilt” to the right.

Given the time invested and lack of resolution, I’m requesting approval of a replacement unit under my coverage.

Case references: Case Number [edited]– which incorrectly states “ADF Jam”

Symptoms still exist:

I am a real estate again a scan multiple page documents and they constantly scan with a Right-hand tilt. Looks very unprofessional.

I hope you can help resolve this swiftly. I’ve invested over four (4) hours across multiple support sessions and technicians to fix an ongoing, unresolved issue with my HP all-in-one printer under your service/subscription plan. One agent very uncooperative.

My requests:

Written confirmation within 48 hours that a no-cost replacement is approved and shipping is scheduled.

A single case manager as point of contact.

If replacement is denied, a written explanation of the specific policy exclusion.

I appreciate your prompt assistance and look forward to rapid resolution.

Sincerely,

[Kuroi_Kenshi]

Hi @libirm2,

Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

I understand your HP OfficeJet Pro 9129 is scanning documents with a right-hand tilt despite multiple support attempts, and I know how frustrating this can be, especially for professional use. Before proceeding to replacement, there are a few targeted troubleshooting steps that often resolve this type of scanning alignment issue.

1. Clean and Inspect the Scanner Glass and ADF

Open the scanner lid and carefully clean the flatbed glass with a lint-free cloth and mild glass cleaner.

Check for dust, debris, or smudges on the Automatic Document Feeder (ADF) rollers.

Ensure no small scraps of paper or dirt are causing the tilt.

2. Check Paper Alignment in the ADF

Make sure pages are stacked neatly and pushed fully against the paper guides in the ADF.

Avoid overloading the feeder beyond the recommended sheet count.

3. Update Printer Firmware

Go to HP Support → Enter your printer model → Download and install the latest firmware.

Firmware updates often include fixes for scanning and alignment issues.

4. Recalibrate the Scanner

Many HP All-in-One printers have a scanner calibration tool accessible through:
HP Smart App → Printer Settings → Tools → Scanner Calibration

Follow the on-screen instructions carefully to realign the scanning mechanism.

5. Test Using Different Scan Methods

Try scanning via:

HP Smart App

Windows Fax and Scan or Mac Preview

Compare results. If the tilt only occurs with one method, it may be a software or driver issue rather than hardware.

6. Check Paper Type and Size Settings

Ensure the document size and type set in the scanning software matches the paper in the feeder.

Mismatched settings can cause automatic corrections that appear as tilts.

7. Perform a Hard Reset

Turn off the printer, unplug it from power for 60 seconds, and then plug it back in.

This can clear temporary misalignments in the scanner mechanism.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

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Best regards,

[libirm2]

Please read my post carefully- tried all the solutions from 4 techs- no solution.

So here is another tech making a 5th solution that has failed.

Don"t get me wrong I appreciate your effort-

If it's broke-and it is-  make could on the contract and replace the broken machine

[Kuroi_Kenshi]

Hi @libirm2,

Thank you for your patience and for sharing the details.

I understand your concern and the time you’ve already invested in trying to get this issue resolved. I’ve escalated your case internally to the concerned team for further review.

A dedicated case manager will reach out to you directly to assist you further regarding your request for a replacement.

We appreciate your cooperation and will make sure the matter is addressed as quickly as possible.

Best regards,

[libirm2]

Thank You  KuRio

This requst continues to fail to get resolution.

I been through 2 more "Chats" for a total of 6 technicians- with addition 2 hours - Last one said I would found email in my inbox by end of business day- that was 2 days ago.

6 Hours of chat- 6 technicians- where has HP customer service gone?