My HP-**** all in one printer's scanner auto feeder failed. I had to do a Google Searc...

GetHuman-taosing's customer service issue with HP from October 2018

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The issue in GetHuman-taosing's own words
My HP-**** all in one printer's scanner auto feeder failed. I had to do a Google Search to find how to connect to a support person, after exhausting (literally) all options at your website and your joke of an AI. Also, why does your support page not list a support phone *?**My case number was **********. Since I had * months warranty it was decided, after the very nice Indian? lady we spoke to had us go through, (About an hour of our time) to replace the Printer with a refurbished one. **Today it arrived and I took it out and placed it in the same spot as our old one, which I put in the box to send back to HP. We had some problem getting it to start, but my wife Googled the problem and we found someone's facebook experience and fix. It worked.**Next I was opening up the machine, taking tape off, etc. When I got to placing the print cartridges something did not look right. I eventually determined there was NO PRINT HEAD. So I called customer support about placing the older printer's printhead in the refurbished one. Eventually the fellow I talked determined it was ok for me to do so.**I had also asked if a refurbished printhead would be sent later. As this printhead will be out of warranty in * months. **I had been told earlier to expect a completely new printer. The nice lady said and there was no documentation with this printer that said, "Oh, btw, there is no print head included. Take the old one out and put it in this one." **However, the man I was talking to today said "these printers Never have a print head!" ** **I did not believe this, but I asked if I could get that in writing. No he could not do that as they do not send an email or write any letters. **Mind you, he had to 'confer' with his sources for about * minutes before he came back with that answer.**I next asked who I could complain to about this. "There is no one" he said. So I am using this method of contact and any other I can find to address this apparent lack of honesty on the part of an employee of your business (probably because he was told to say this by someone higher up and suggesting a policy has been made), or a tremendous lack of communication at HP.**The documentation accompanying the refurbished printer indicates that: HP Certified Refurbished printers... go through an Industry Standard Diagnostic, Repair, Quality Assurance, and Audit process. THEY MEET ALL THE FACTORY CRITERIA OF A BRAND-NEW HP PRINTER.**It does not say: "Except you don't get a printhead."**Please look into this policy? Behavior? And let me know I will receive a refurbished printhead.

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Customer service issue
Reported by GetHuman-taosing
Oct 16th, 2018 - 4 years ago
Not resolved
Seen by 4 customers so far
Similar issue to 2271 others
0 customers following this


GetHuman-taosing started working on this issue
Oct 16th, 2018 11:33pm
GetHuman-taosing shared this issue with others over email
Oct 16th, 2018 11:33pm

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