Faulty printer delivered.

[gomlet99]

I want to contact HP about a printer that was faulty upon delivery. The scanner would not work, showing error E5. After going round in circles I contacted an HP 'agent' who tried to remedy the matter online, without success. He  stated that it was a hardware fault and that I should take it 'back to the store'. I had purchased it 0nline, directly from HP, as I  live in a remote area of Scotland. The alternative was for a replacement reconditioned unit to be sent to me. I reluctantly agreed to  this as I need to have a printer and scanner. I want to contact HP to be able to exercise my rights for a full refund or replacement under consumer rights legislation, not a reconditioned unit. Any idea how I can do this ?

[Dragon-Fur]

@gomlet99 

Welcome to the HP Community --

I am sorry you are stuck with a solution you don't want.

Our HP Community cannot do anything to intervene directly -- "we" are not HP Support or HP Sales.

We can, and I will, send your concern to our Community Moderator team for evaluation.

Should there be a response, look for a message here before the agent uses other means to contact you.

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Question / Concern Answered, Click my Post "Accept as Solution"

[sandytechy20]

@gomlet99 

Welcome to the HP support community

I understand that you are getting issues with the printer, I am glad to assist you.

This might require one on one interaction to fix the issue, I am sending you a private message with the steps to talk to HP support.

Please check the mailbox icon at the top-right corner of this screen.

I hope this helps resolve this issue completely.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers

[gomlet99]

Hi. I have just found your email in my Spam file - whilst trying to get rid of onmicrosoft spams.. Many thanks. My more computer savvy daughter has taken over and has been in touch with HP and has been having some success. Situation is not fully remedied yet, but I live in hope.

[gomlet99]

Hi. I have just found your email in my Spam file - whilst trying to get rid of onmicrosoft spams.. Many thanks. My more computer savvy daughter has taken over and has been in touch with HP and has been having some success. Situation is not fully remedied yet, but I live in hope.

[Dragon-Fur]

@gomlet99 

My spam filter is sometimes over protective, too.

Yes, I'm familiar with those people - very sticky.

Smiling.

Good Luck.

Thank you for participating in the HP Community --

People who own, use, and support HP devices.

Click Yes to say Thank You

Question / Concern Answered, Click my Post "Accept as Solution"

[gomlet99]

That's it. I've had enough. 'Reconditioned 'printer arrived this morning, minus cables and cartridges as stated. Plugged it in, put in the ink cartridges from the old machine as per their  instructions. Tried to set it up. Would not set up. Showed Error code E0, no black ink cartridge. Checked - properly inserted. Tried in 'old' printer. Fine. Tried usual switch off/on. No joy. Contacted agent 'Nour'. Very lengthy delays in conversation. Tried a few things. He told me that old cartridges only work in original printer, not new ones. .NO. Colour was recognised. Wanted to send me a new black cartridge. NO. I want a new machine or my money back. I like the ink replacement concept and want to stay with HP. So I am going to get another HP - this time from Argos and not direct from HP. I have two crap 4000e printers. HP can have them back when I get my money back ! Saying that, they probably won't want them anyway. 

[A_Gayathri]

Hi @gomlet99,

Welcome to the HP Support Community

I understand you are facing an issue with your Faulty printer delivered. looking for a want a new machine or my money back. Not to worry I will help you to get a resolution to resolve the issue.

I am sorry to hear that  This needs one-on-one interaction hence I'm sending a private message to assist you with the next action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, Please click on it or simply click on this link.

I hope this helps! Keep me posted. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[A_Gayathri]

@gomlet99,

I am sorry HP does not have an option to tack the unit  Hence requesting you to reach out to the legally

I would request you to contact our Phone Support Team. 

Please use the following link to create a case number, then call and it may help speed up the call process: 

• Step 1. Open link:    https://support.hp.com/us-en/contact-hp
• Step 2. Sign in / sign in as a guest
• Step 3. Enter the product number or select auto-detect
• Step 4. Scroll down to "Still need help? Complete the form to select your contact options"
• Step 5. Scroll down and click: HP contact options - click on Get phone number and the phone number appears.

Note: Out-of-warranty product repair will cost.

Keep me posted on further assistance. Hope that helps!  

If the information I've provided was helpful, give us some reinforcement by clicking the Accept as Solution and Kudos, Thumbs Up buttons on the public post, That'll help us and others see that we've got the answers!

Have a great day ahead!

[gomlet99]

Many thanks for your reply. I have followed the link you provided. It leads to a page I have seen many, many times recently. Clicking Printer, then Scanner leads me to a page where I have to add my printer to my 'Dashboard'. I chose to put in the original faulty printer (in a previous attempt when I first had problems the serial number 'was not recognised'). When I submitted the  serial number I got the old 'service not available. Try later' message. I'm beginning to get a bit paranoid now. Perhaps I should cover my camera. I think it recognises me!