Breach of warranty case number ***********RW*romy wilkinson*** Reply**Yesterday...

GetHuman-romywilk's customer service issue with HP from June 2018

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Breach of warranty case number ***********RW*romy wilkinson*** Reply**Yesterday, **:***PL** (*****@***.com) *After discussion during a phone call to make a complaint to trading standards . I have been advised to put in writing (in order to keep record) my complaints and concerns concerning my purchase of a Designjet T*** with a warranty that runs till July **th ****.**My printer after months of perfect use suddenly developed * faults**) A white or green line appearing on every file and print becoming more pronounced on each print with addition lines appearing across the images( this happens on every file and every print regardless of application (Photoshop ,powerpoint, corral word and direct from internet)***) There are faded parts to each print in stripes which extend over the whole print***) information was going from my computer to the printer which then takes some occasions over half an hour to print while the display says printing, it does not.**My warranty states next day, on site recovery.On each occasion you have failed to uphold this agreement and Oliver Dyson from customer relations has advised me that this is not a guarantee and is dependant upon availability of parts . The parts for this engineers visit were accidentally sent to my address and were received the next day but i had to wait another * days for an engineer so I'm afraid the waiting fro parts bit is not true and further supports my claim that despite next day availability of parts you have still failed to uphold the warranty, hence warranty is not sold as described.and you have on two occasions broken its terms.**Several days and numerous phone calls after my first reporting the problem you sent an engineer to replace the printhead this worked temporarily and the engineer printed a perfect copy of one of the files.Three prints later the same * faults occurred becoming increasingly prominent as prints progressed.**I reported this fault and despite already using over the phone support for four days ( again breaching the warranty terms)they finally agreed to send another engineer on the friday. This was later postponed till the following Monday although the parts arrived at my address the next day so agian availability of parts was not a contributing factor to your breach of terms.* The engineer fixed the issue with the white*green lines down the print and the problem with long time to print or no print but failed to resolve the issue with the faded stripes. To check this was not a problem withy software, files or laptop, we printed a file from his own laptop which also had the faded stripes. We also enlarger and shrank the proportions of the images on the grounds that if the error was within the file or apps then the faults would enlarge or shrink in proportionate the settings . They did not they remained the same. In addition to this the two replacement printheads temporarily resolved the issue on both occasions which also supports my claim that the printer is at fault not the soft ware which is also supported by the other two issues being resolved through repair* Your team have insisted it is a software problem yet the images printed perfectly well on * other printers one was also a T***.**I state that a month (with next day availability of parts, as proved by your accidental delivery to my address the next day) is not reasonable time as dictated by trading standards regulations.*This printer was purchased for a new business I was embarking upon . In the month that I have had no printing facility has caused loss of work, and I know pretty much have no business as I have had to refund clients, or not been able to take on any clients as I cannot give the quality vivid business prints or presentation as advertised on your website. One of these clients had commissioned the design and printing of an order of service for a funeral whom I had to let down the day prior to the funeral. A emerging business is reliant upon good reviews for good work undertaken and reliable quality prints this has not been possible with a printer that does not print reliably.*Upon my second reporting of the same fault next day recover should have been instigated immediately rather than another * days on the phone blaming and checking software when now it is apparent that two of the faults (that the engineer has fixed with replacement parts ) was down to the printer not the software of drivers.**I am sure you must be aware of your one star rating on trust pilot and HP forum which i have keep copies of to further support my case. I ma still without a printer that works and every day that you take to resolve this issue is causing my business significant inconvenience and damage .*In addition yesterday I reported that the fault was not resolved and again you have failed to give next day response as I am still waiting for a call to explain how you wish to resolve this issue before you completely destroy my printing business. CONTRARY TO THE WARRANTY YOU HAVE BEEN UNSUCCESSFUL AT REPAIR (TWO ENGINEERS VISITS AND TWO NEW PRINTHEADS)AND THE CASE SHOULD ESCALATE TO THE NEXT LEVEL* I look forward to your prompt response in wrIting, in order to update trading standards when they call later in the week. *thank you***for you information.*My printer faults were reported a month ago .on this occasion, you failed to uphold the next day aspect of my warranty, by failing to attend on site during the next day. you ( in person during a phone call)have blamed your warranty default, on the parts not being available the next day. This has now been found to be untrue through your accidental sending of the parts to my home address during the next day.**You have created a huge delay in resolution , through insistence that the problems were software*file* driver related.During the last engineers visit the replacement parts resolved two of the issues supporting my claim that in breach of the warranty agreement, you could've resolved these two issue the following day of my initial report but failed to.**Under trading standards regulations i had allowed reasonable time and your months delay caused me significant inconvenience , as outlined in previous email.I by law (consumer rights act ) only had to allow you one attempt to repair before requesting a replacement but I have kindly allowed three attempts. Now I an requesting a replacement.**During my second report of the same reoccurring faults, you again refused next day recovery taking four days to send out an engineer . The failure again to uphold warranty terms was not due to availability of parts because they wee sat waiting at my address for several days.**Now another day of numerous calls and emails has passed and you have come no closer to issue resolution or even explanation, which is a pity as I would have liked to give some, even slight, positive comment to trading standards when they call this week.On numerous occasions I have been promised a call back from customer services and had none. * *I was informed last week that my issues had been escalated to level *. I received a phone call from yourself that resolved nothing. Today I have again being advised that again my issues had been escalated to yourself.Customer services have stated there is nothing else they can do and the matter is now again in your hands. ** You now need to make a prompt decision and expaination as to the action you will take , firstly for the afore mention breach(x*) of warranty, causing a month of lost business. Secondly for the unresolved issue.*** Copies of all emails will be sent to trading standards and my legal representative.
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Customer service issue
Reported by GetHuman-romywilk
Jun 13th, 2018 - 9 mons ago
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Jun 13th, 2018 10:01am