Warranty Dispute

[premkumar1008]

Dear Community Members,

I have HP Officejet Pro 7740 Printer with an extended warranty till 06 May 2022. On April 2021 Last week of that month. Printers tray 2 stopped working. I have registered a complaint on May 1, 2021, and the case number will be [Personal Information Removed]. In a couple of days, a technician Visited my place and found the printer tray has some sensor issue. He has promised me that the required spare will take some 2-3 Working days. Around A month no one showed up at my place to resolve the issue.

And then I made some follow-up calls for the next month which is June. Every time I make a call to a customer support executive they told me to wait either 2 working Days or Gave me some series of Fancy numbers which are supposed to be the Technical team near my place. But no one answered the calls on all numbers.

So Again I have reached out to the customer support team. That time one sensible guy understood my situation and that time call went about 1hr 30mins. He tried calling the technical team but for him also they didn't respond. So again I have got a waiting time of 2 working days with a new Case number [Personal Information Removed].

So the story repeats again, No one gave me a callback or resolved my issue. And I made multiple calls to the customer support team with a call time of minimum 45mins. And I will get the same answer, That will be "sorry for the inconvenience kindly wait for 2 Working days". So I have waited like an idiot. And finally, I got a new Case Number this time it is [Personal Information Removed]. And I am glad that, at least I got a new case number for my Old Service Issue.

And over a period of time, I have lost the counting on a number of calls I have made to the HP Support team when I crossed Century in my waiting time.

On 17 Aug 2021, it's the day before when is wrote this mail. This time something different than the usual. The person who has talked to me gave a waiting time of 2hrs to get a call back from my nearest Technical Team. But I am sure about what will happen and I told that person, I will wait for the entire day too. But no one will call me, since I am seeing this for more than 100 days which I have celebrated too. That's what happened too, No one gave me a callback.

On 18 Aug 2021, It's the day I write this mail, Which is officially the 110th day of my waiting period. This is the time, I got shocked by the response from the HP support team. Which is my product is out of warranty. And for your kind information, my product is still under warranty. And in all my calls they told me it's under warranty. And it is Because I have paid for an extended warranty to get the product serviced in case of any hardware problem. But in reality, it's a waste of money. I never got Repaired.

And back to the story, After he told me that my product is out of warranty, I have made up my mind to write an official Mail. To have proof of the written statement. At least whoever reads the mail knows the whole story. Its saves some time. Actually more time since I made many calls in Hrs. Which made me mad and I don't know how I kept calm this long. It's frustrating, I don't know. the brand like HP with the worst Service Network. 

While Writing this, This time I got a New Case Number in my mail which is [Personal Information Removed]. But I am really Sorry to this member reading this. I Need to add some more stories to this mail. 

I have asked the last guy who talked to me in the call, Give me the Email Id of the Support team to write a proper mail with the full story. But he said You guys have no Mail Id for this. I am curious how come a big Company like HP Doesn't have Email Contact?.

And the Last guy asked me the proof of extended warranty. I have lost the mail which a receipt of the extended warranty. It's my bad now I am helpless in that. I guess it's good for HP. I have asked that guy If I check my serial number on the Hp Support page it shows the warranty details in Details. Then how come he is not able to see details. He is the only person told this in the entire call history.

 I am sure that HP Team won't resolve my issue. I am definitely don't need the new fancy Case Number which I have plenty of and a waiting time of 2 Working days which I don't have.

Kindly Take my product and refund the amount. I will buy a new Printer which definitely not Going to Be HP. At least you make the customer happy with this.

Regards,

Premkumar ( Unsatisfied HP Customer )

[Betty0610]

@premkumar1008

Welcome to the HP Support Community. 

We shall escalate this case.

Please look for a private message from me requesting additional information. Keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

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[premkumar1008]

Thank you for your response, I have given the Required details in the private message. I hope at least it will be taken care of this time. Since I have passed the 111th day of my waiting time to get my product serviced.