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Sprocket warranty terms not being adhered to by the service centre

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HP Sprocket 100

My sprocket has been printing really bad quality images. I have tried all the troubleshooting steps mentioned on the website in the past month but the issue remains:

  • Dots of random colors all over the picture
  • Faded lines across the prints
  • A white margin of 2mm on the top

I have only ever used the original HP Zink papers and always ensured proper battery. I contacted HP care asking for a repair or replacement as per my warranty but was shocked by their response.

It has been 4 days now and not even an engineer has been assigned to the case as the service centre is not ready to adhere to home pickup service as mentioned in the terms of my warranty.

Can someone please suggest a route through which I can escalate this.

The only response I get on the call is that it is a mistake on the HP support website and will be rectified.

Warranty terms and conditions are legally binding, whether they are mentioned by mistake or not. How am I not entitled to the support guaranteed by the terms?

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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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