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HP Recommended

http://h30434.www3.hp.com/t5/Other-Notebook-PC-Questions/Hp-Warranty-ISSUES-and-POOR-POOR-customer-s...

 

Wow, I read your post, and I wish I would have read this site first before my recent HP printer(all in one) and laptop purchase. My printer is messed within one week of purchase. It said that the cartridges are counterfeit. UHM OK ?!? these are the cartridges that came with it so I was totally confused. Oh well I'll go to staples and buy new ones. Put them in, got two lovely prints, and then the error message comes up that my cartridges are counterfeit again, and the print quality is crap. I thought maybe I just had bad luck and went and bought another ink combo pack. Two prints later, same issue! I went to staples as the problem said counterfeit cartridges, and confronted a store employee with the problem. He told me that if I got the printer cartridges dirty that it could cause poor read from the printer. I didn't see how this could happen as I took them straight from the packages and installed them, it just didn't seem feasible. I sucked it up and bought another pack of cartridges. 2 prints later, same issue. So I called HP customer support. The next 3.5 hours of my Friday going through various steps trying to fix the issues. Didn't work, didn't help. did nothing. I was then passed along to a department that was going to ship me a new upgrade printer. I told the guy that I didn't even want an upgrade that if I could send him my broken printer, and they send me a credit note for a hp product I'd be happy. I asked this cause the rep I went through the procedures with said I should get a different printer because of what I am using the machine for. So I asked for a credit that I can apply to a new HP product. The rep said " instead I'll just give you an upgraded all in one printer as you have purchased ink cartridges for a defective machine" He then said he was going to send me a 3055a laserjet. I was shocked that he offered a laserjet for an upgrade from a deskjet. ?? COOL. I was told that I would have my new printer Monday afternoon via overnight shipping as I my order was placed on a friday. I did get an email, that stated my order and it was from HP CUSTOMER CARE.The order said it was for a 3055a inkjet. I didn't expect a laser jet for my deskjet, so I was fine with it. I was really happy I was being treated so well after all the frustration I had went through. Monday came and went, no delivery. I tried calling HP to get a UPS tracking number so I could see if there was a problem with address. After 45 minutes on the phone and being transferred to 6 different live agents, I was hung up on the minute a person answered the phone. Exactly like this "Hi this so and so from HP tech support" click. Whatever, I figured I'd wait one more day then call. This morning (tuesday) my order shows up. Guess what? It was the exact same machine I had issues with that they where replacing even though the 2 email confirmations said a different product and model, even a different serial number. I was upset. I sent an email to support. About 2 hours later I got a call from HP asking if I received my new printer. I said I had but it isn't the one I was promised. The rep didn't believe me about the email saying a different model than the one that was delivered. And then said that the email wasn't from HP! I had to read it to him word for word, and then he said well that was a mistake. I told him I got two of the same message and that how could it be a mistake if it was pretty much the same machine except for an inkjet and not a laserjet that was promised to me? He then said " what difference does it make? it does all the same things and this one is wireless but the one you have isn't " When I told him that my 3052a was wireless, he told me it wasn't and he was really condescending and patronizing. When I told him that my machine is special then, cause it works with only a one power cable he then said " well then I guess you have new printer" I couldn't believe what I was hearing. Seriously? I have two emails in writing, promising me a different product than what I got, I have spent 3.5 hours on the phone, $120 in ink cartridges, 45 mins of being treated like a hot potato by live agents sending me to 6 different departments and now this guy being a total jacksas to me. When I told him I wasn't satisfied as I was promised something better due to my problems. He then told me it's the same machine and I should be happy their even replacing it! He then proceeded to tell me it doesn't matter, it's from the same family of printers and their the same. I asked him why HP would make two of the exact same machine but then change the name and spend money for all the different materials, packaging and so on if it's their the same thing. It's the same family. I told him my sister's in the same family but we're different, cause I'm a guy and she's a girl so do you think boys and girls are the same??!!? He then said there's nothing I can do. I told him I was unsatisfied and I wanted to speak to a manager. He escalated the issue apparently. to a case worker Marie, 7502333671. She was brutal to me. I have never had a person who's supposed to represent a company treat me a paying and loyal customer the way she did. When I told her that the rep said I was going to get a laserjet she laughed at me and said "yea right, like we're going to give you a laserjet for your deskjet" and she actually laughed and "like how stupid is that" SERIOUSLY?!? The worse part is that I was explaining what the email said and what the guy had told me and she cut me off mid sentence to say that. Then I finished my sentence and she then said " well ya cause there's no way I'm giving you a laserjet" Then she told me the email I had from Customer Care wasn't from HP. and again like the guy on the phone calling up about my delivery, she didn't believe me, so I forwarded her a copy to which she again said that its not her department and it was a mistake that was sent TWICE. Uhm?! seriously? you trying to call me a liar without saying that word. She then continued to tell me I was wrong for wanting what I was promised and what HP emailed me I would have. I told her why that I was given the upgrade. She then told me I should be happy with the new lesser printer cause at least I got one instead of having the issue repaired. I asked if the issue with my original printer was a ongoing problem to which she replied that HP knows there is a power supply issue with my product so yes there is. I asked her why didn't HP tell the customer's about the problem then? she replied not all machines have the issue so only certain batches or sku's have the problem. I said why wouldn't HP email me as I did register my product the day I bought it 3 weeks ago so HP knew I had a problem machine and didn't bother to tell me. If they had told me I wouldn't have spent 120$ on ink trying to fix it with new cartridges. She then proceeded to tell me that I'm not getting an upgraded printer as I promised, laughed at me cause I got an email about a machine that doesn't exist! Uhm? it was on their HP website, but it's now discontinued so she HP can't give me something that doesn't exist. And laughed at me saying well here, I can give you one of those, it's already there but you can't see it cause it doesn't exist. and laughed at me. This is when I changed my tone and got upset. I didn't get anything resolved from Marie, the customer service was horrible, I was mislead, lied to, laughed at, belittled and treated like crap. I told her I didn't want anything forget it all, I'm done with HP! then she said " pretty stupid to not use a whole company and their products anymore cause you've had one problem with one product" I then said to her, it's not the reason I won't ever purchase HP again, she said "yes it is you just said that your done with HP" She cut me off before I could finish telling her that I will no longer use HP as their customer service is crap. Product I couldn't care about, the follow up service is so bad, I never want to deal with you or HPs customer care or support again. There's more to the story, but I'm tired. I can't believe that someone who's being recorded, would talk and treat a customer the way she did! There was no reason for her to treat me so poorly, and I am going to make sure that the CEO hears the recording. I will not stop till this is rectified to my satisfaction. I have no problem emailing and calling every single person at HP. I can't believe how bad their service is, and how bad they treat customer's yet are still around... I'm so disappointed. I am a business owner and I have 29 employees each with HP desktops. Guess who isn't getting my business this year when I replace all the computers and provide all in one printer set ups for each employees desk.

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HP Recommended

03/14/12   - Silvia reached out to customer

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