HP Technical "Support"

I've had similar poor experiences with HP recently. We had an HP LaserJet 1320 printer that was making grinding noises when feeding in paper, so I called HP support. They claimed the extended service pack I quoted wasn't registered with the printer, however I registered it online when we first got it. So far so not so good. They said they would call me back to rectify this but never did. A week later and a replacement printer gets delivered out of the blue, and is obviously a reconditioned unit. I set it all up and it turns out to be worse than our current one! I called HP and spoke to an obtuse tech support agent and eventually arranged another *new* replacement printer. The second replacement is barely better and is definitely not new, as it had another company's network settings stored. I still have the original faulty printer ready for collection however I think HP have screwed their records up and forgotten about it. This all happened in around three weeks which I find poor, but six months is ludicrous.
 
I've dealt with HP loads and they've been great, to the extent that I did my proliant course with them. Dell on the other hand were a joke, we had a disk out on 5 disk raid5 array, it took Dell 5 days and constant calls to get it replaced, I call HP at 5pm to report a faulty disk and its usually on the door step at 9am the next day... from holland
 
arfur said:
Dell on the other hand were a joke, we had a disk out on 5 disk raid5 array, it took Dell 5 days and constant calls to get it replaced, I call HP at 5pm to report a faulty disk and its usually on the door step at 9am the next day... from holland
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I had a disc out on a RAID 5, called Dell, had one within 3 hours.....

Burnsy
 
Couldn't read the OP due to alcohol consumption, but, every time that I've dealt with HP on a business level, the support has been superb.

Maybe I'm just one of those purchasing buffoons?
 
From past experience and I have dealt with them a lot, HP UK bases support are great...... as for outside the UK well; need I say more
 
I don't know the device but you may find that there are fundamental problems with the OfficeJet K550.

Many years ago, I worked at an organisation that bought a large number of LaserJet 5Ls - managers (of whom there were a great many) were much too busy and important to get up and walk across the office to pick up their reports.

From day one, they exhibited the same problem (the printers, not the managers) - all sheets of paper in the feed bin were picked up and fed through together - so you could only put in one sheet at a time - clever huh, dead efficient.

It almost got to the point where we had a resident HP engineer trying to fix the problem - we certainly knew how they took their tea as soon as they arrived :p

Eventually, we threw out all the devices and went back to networked Lasers.

When (if) they next send in an engineer, you want to have a quiet word with him - ask how many of these he has fixed before, you may learn a lot.
 
Heatsinked said:
First and foremost, I do not wish to offend anyone here who may be affiliated with the company in any particular capacity. I am aware there are many different departments and I do not wish to tarnish every HP employee with the same brush…

However...

HP TECHNICAL SUPPORT DRIVES ME INSANE!!!

*Deep breath*

To cut a long LONG six-month story short... The OfficeJet K550 printer has been deployed within my organisation and most of them have caused problems at some point. The latest printer didn't work out of the box. Hours have been spent talking to HP Tech Support about it, again and again, until six months later they FINALLY decided to send a replacement.

No less than TWO replacement printers arrived! RESULT! Once tested however... they didn't work. I contacted HP AGAIN and they demanded to know WHY I had two printers in my possession. Not only that but they had a go at me for not returning the ORIGINAL printer. Tell me, what is the point of swapping a broken printer for another broken printer? I was asked to un-package the two broken printers, due for pick up in a few hours, so we could TROUBLESHOOT them! Troubleshoot the two replacements which DON'T work and that were originally meant to replace the first.

You get the idea. I was bounced around from the Tech department, to Customer Care, to the "Complaints" department (I didn't ask for that) then finally back to Tech support. Over one hour later, repeating myself time and time again (do they even BOTHER to read the call logs?!) I finally arranged a "refurbished" unit to be sent, to replace a printer that has NEVER worked once out of the box.

I could go on. This is NOT the first time. I have complained, filled in questionnaires, spoken to various "higher-ups" on the phone but to what end? Am I not the customer? I was treated like an inconvenience because THEY screwed up, sent me too many printers, which didn't work (laughing so hard now) and still the problem was not resolved.

Thank you. Rant over.
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i used to work in a major retailer (the place named after the metal thing you use to attch pices of paper) and most of the ones i had in my store were DOA / or failed pretty quickly (talking a couple of weeks at most) nothing like the older model of OfficeJet's like this but to be honest most of the models since them going to a ipod white plastic (the last 12months models) ive seen a mark increse in returns across the board from 30quid basic printers to the high end models. were laptops in the same time have been the complete reverse
 
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