service--- help

[Hank_Jones]

Sir;

This all began Apr thus far we have  replaced 3 maybe 4 scanners (lost count) , two care packs & we aren't done Aug 23'th.  

Started April 12 with purchase of HP ScanJet Pro 4500 fn1 Scanner and HP care pack.  First scanner  had a streak in the copy, was quickly replaced by vendor. Thank you.
Replacement scanners had an undocumented   firmware bug limiting number of pages scanned at one time. Took ~2 more replacement scanners to prove the bug.
Scanners were returned to HP and replaced with a newer model HP ScanJet Pro 6600 fnw1. Thank you.
I attempted to have the old 4500  care pack transferred to new 6600 but elusive -- missing 'care pack agreement'  paperwork gummed up  transfer  works. HP did issue a  $156.13 refund  for the incomplete care pack. Our goal was to obtain a refund & purchase an new 6600 care pack.

Purchased same three year care pack for 6600 -  $331.66 gone up over 200%. Why?  3 year care pack Aug 3 (order number  H350067089) for ScanJet Enterprise Flow N6600 Serial number [Personal Information Removed].

Paid $331.66 on Aug 3 for ScanJet  N6600 fnw1  care pack, as of today HP dashboard still reflects no care pack is on my scanner.   Data indicates  factory warranty end date of June 2023.

The only competent contacts at HP are Kaycee C.& Douglas Jiménez. Most others at HP I contact is like communicating with Larry Curly & Moe. 
Long term HP customer and see this run of Larry, Curly & Mos'ism is an aberration.

I am growing concerned over long wait times for HP phone contacts, some emails go unanswered,  HP agents with language barriers  & general lack HP focus.

Called the care pack number provided [Personal Information Removed] & they don't answer the phone.  

Please bring all this to attention of your supervisor.

Please advise.

Thank you, Hank Jones

[Repairatrooper]

Pricing for carepacks is based on dollar value and if one is below a certain range and the other above it can result in a big difference in pricing. As for response time, I usually have reasonable success with carepack services and I have escalated your post to the moderators in hopes that they can have someone at HP contact you to get this resolved.