HP Customer Service Issues

I purchased an extended warranty for my HP OfficeJet Pro [redacted] printer last year, valid until [redacted]. I recently encountered print head issues and contacted HP for assistance. Unfortunately, my warranty was incorrectly linked to another printer, and despite acknowledging the mistake, HP could not honor it. I have a case number from my conversation with a representative ([redacted] [redacted]) who suggested sending a new print head, but I expressed concerns that it might not resolve the problem. I requested a new HP OfficeJet Pro 8025e AIO printer to be sent to me at no cost. I was told the print head would take 5-7 days to arrive, and if unsuccessful, I would have to wait longer for a new printer. Despite assurances of a callback, I did not receive one on the promised days. The process has been frustrating, with long phone wait times and dropped calls. Despite having Care Pak and the promise of next-day exchange, I am facing significant challenges. HP’s customer service needs improvement to address long wait times and dropped calls effectively. I urgently require a replacement printer due to the ongoing issues with my current one. Thank you for your attention to this matter.

I purchased an HP [redacted] printer last year and encountered setup issues. When I contacted HP Technical Support, a technician remotely accessed my PC and claimed it had malware. After suggesting third-party security software for $[redacted], I became suspicious and ended the call. Recently, while changing printer cartridges, I faced compatibility errors. HP chat support connected me with a technician who again remotely accessed my PC, alleging hackers might manipulate my printer through my breached home router, which seemed unlikely to me. Subsequently, I identified a faulty blue cartridge, replaced it at Staples, and resolved the issue. I am puzzled by the focus on PC security rather than addressing printer problems. I am unsure if I interacted with genuine HP technicians or fell victim to scammers exploiting the support system.

Regarding RMA # R[redacted]1, I returned the product (4MA40AA#ABA) with serial # 2MO044388J to HP on March 9, [redacted], through a FedEx retail store in Ventura, CA. I used the shipping label provided by HP and returned it in its original container. The package reached the FedEx facility in Memphis, TN on March 15, [redacted]. Since then, I have not been able to track its status. I believe I followed HP's return instructions diligently, and once FedEx had possession of the package, I had no control over its whereabouts. I am seeking a refund directly from HP for the amount of $[redacted].49. Despite my attempts to resolve this issue with FedEx over the phone, I have not received any helpful responses, leading to a dead-end in resolving the matter. Regards, Phil S., Ventura, CA

In September [redacted], I purchased an HP Envy 13" from a store in Nairobi. Shortly after, I noticed a problem with the hinge, so I returned it to the store. They informed me that the HP service center in Nairobi doesn't operate on weekends and suggested I come back later for repairs. Unfortunately, within two days, the screen began displaying blurry images. When I took it to the service center, they claimed the issue was due to physical damage, although I had not dropped the laptop and acted promptly upon noticing the hinge issue. They are now refusing to honor the warranty, leaving me to cover the repair costs myself. This seems unjust as the laptop is only six months old, and I believe I am not responsible for the hinge problem. Any assistance would be greatly appreciated. The laptop is an HP Envy 13" with serial number CND024955A.

I have been struggling with a technical issue on their website, and despite numerous attempts, I cannot resolve it. The phone support is inaccessible due to AI screening, leaving me feeling frustrated. This problem has persisted on and off for months. I am adamant about not buying HP products again, despite having bought 2 computers and 2 printers from them in the last 2 years. Their customer service is disgraceful, leading to a severely negative public image. The phone numbers provided are now blocked by AI, redirecting back to the ineffective website. I am in need of assistance to network a printer to a laptop within a complex network setup that the AI-guided options fail to address. I am willing to switch to alternative brands if necessary, as I believe AI is not the ultimate solution to all problems.

I am reaching out after enduring a month of persistent issues with attempts to resolve problems through your call centers in India and repair center in Texas, which have left me feeling incredibly frustrated. My troubles with this situation started long ago with dissatisfaction after my initial purchase, but have intensified in recent weeks. I have been dealing with multiple case numbers: [redacted], [redacted], [redacted], and [redacted]. Currently, I have a service order #BRFW1401-01 that needs attention. Despite reloading the computer with your technical support twice and sending it in for repairs (spending over a week without it), the issues persist. Even after extensive checks according to the letter I received, I encountered an "igdkmdn64.sys" error and total system crash within hours of receiving it back. The device remains inoperable with recurring problems like black screen flickering and boot device errors. While occasionally I can successfully reboot, it is short-lived. I have shared images of the errors with Richard in hopes of a resolution, but face doubts considering past experiences with HP's support. Despite being offered an 18-month warranty extension due to ongoing issues, the lack of a functional device continues to be a significant source of inconvenience for both work and personal use. I kindly request assistance in resolving these ongoing issues promptly. Best regards, Patrick Egan

I recently bought an HP OfficeJet [redacted] all-in-one printer mainly for its features. Unfortunately, the "Scan to Computer" function is not working even after reinstalling the software, so I have resorted to using "HP Smart." The inconvenience of physically placing each page to scan defeats the purpose of having a wireless printer. I have expressed my concerns before, and the response was simply to use "HP Smart." Today I was prompted to sign in to "HP Smart" in order to scan, which seems unnecessary for a wirelessly connected printer. Disabling a feature that came with the printer I bought is frustrating. If this is HP's standard procedure, I may consider buying from other brands in the future. I would appreciate an explanation regarding this issue.

Hello, I have been a loyal user of HP ink for years and have purchased numerous cartridges for my home use. I regularly write newsletters, attend part-time school, and enjoy making lists. Recently, I ordered two #65 cartridges in mid-March, and although they took around a week to arrive, I installed them without any issues. However, after just a few days of moderate printing, my printer indicated that the black cartridge was nearly empty, which was unexpected. Shortly after printing only 15 wallet-sized color photos, both cartridges appeared to be completely depleted. I am convinced they were defective. When I tried to reorder on the website, I encountered difficulties with inputting my address, leading me to purchase replacements from Staples out of frustration. I strongly believe I should receive two replacement cartridges, a small color, and a small black #65, at no cost. Can you assist me with this issue? - Diane M.

I recently purchased a new HP printer and I am looking for telephone assistance to help me set it up. I have had positive experiences with HP support in the past. The first representative I spoke to was excellent and provided me with a direct number for set-up help: [redacted]. However, I have been unable to reach a representative as the line seems constantly busy. I may need to resort to the initial number which directs me to use their Virtual Assistant, which has been challenging. I would appreciate any suggestions for the best time to call from New York. Thank you for your help!

Regarding the recent HP email received on 4/7/[redacted], I am following up as the representative was expected to call me on Tuesday, April 6, within the agreed-upon hours. Unfortunately, the call was received today, April 7, when I was unavailable. Case Number: [redacted] CRM: [redacted][redacted] HP Email: Subject: POP UPS / Automatic Restarted Dear Mr/Ms Kalt, I acknowledge this email from HP. Please note that any further communication should be directed as advised in the email. Serial- / Product-No: 8CG0093N4Z / 5TV95UA Best Regards, HP The email provides important information from HP intended solely for the recipient named in the message. Kindly refer to HP's privacy policy on www.hp.com for further details.

I bought my Pavilion X [redacted] Laptop from BestBuy in November [redacted]. Recently, I've noticed an issue where the words on the screen appear fuzzy, blurry, and the screen seems to quiver while I'm typing. I took it to BestBuy for repairs, providing a picture of the problem, but after over two weeks, they returned it without making any fixes as they couldn't replicate the issue. The Geek Squad suggested deleting all files and programs for repairs, but at my expense to reinstall. When I purchased the laptop, I had paid to transfer all my files from my old HP laptop. I'm now reaching out to HP for assistance, as the laptop is still under a 1-year parts and labor warranty. Any guidance on how to resolve this problem would be greatly appreciated. Laptop serial # 5CG042211J and Product #9GE49UA#ABA

I reached out to them for help. The person who answered the phone informed me that they charge $50.00 for customer service and $15.00 per month for ongoing support. I agreed to these terms and paid with my credit card. However, I never received any assistance either through virtual support or by speaking with an HP supporter. Every time I called for help with my locked out password issue, I was met with excuses and no resolution. My name is June S., and I would like to cancel my $15.00 monthly service charge. I paid $50.00 in April and did not receive any assistance. Please cancel my future payments. Thank you, June S.

I am reaching out regarding my [redacted] printer located in our Illinois residence. The last time the printer was used with our Illinois internet was in November [redacted] before we relocated to our Florida residence due to COVID restrictions. In Florida, we have a [redacted] printer enrolled in the Instant Ink program, but it is currently turned off as we are back in Illinois. Upon reconnecting the [redacted] printer and internet in Illinois, I received a message from HP stating that the printer was no longer part of the Instant Ink program and the cartridges couldn't be used. I believe there must be an error as I have not made any changes to the printer's status. I kindly request that you reinstate the [redacted] printer into the Instant Ink program. Thank you for your attention to this matter. Best, C. Lozowski

I am looking to return the HP 9015e printer as I am not satisfied with it. The printer often requires us to turn it off and on to print, lacks features my previous printer had, and scanning is confusing. Additionally, there was an issue with the ink delivery, resulting in the wrong ink being sent for this printer. I find the instant ink service costs to be prohibitive, and after multiple issues with this printer and HP services, I have decided to return it. I have retained the original packaging but need the return slip from HP. Moreover, there was a discrepancy with the ink plan selected, and the warranty duration was not as initially promised over the phone. Overall, I am disappointed with this HP printer and service experience.

I am referring to the original case number [redacted]. After a month of trying to resolve this issue, both your technicians and I have put in a lot of effort to find a positive solution. I have come to realize that my work and printing needs align better with the OfficeJet Pro 9025e rather than the 9015e. Therefore, I would like to purchase an HP OfficeJet Pro 9025e All-In-One Printer from you. Currently, I am waiting for a replacement part for the cartridge carrier for a printer I bought back in May [redacted]. Here are the serial numbers for the printers related to this case: 1. Original purchase in May [redacted]: SN TH09E78018 2. Replacement printer that could not be set up: SN TH04F560TG 3. Currently waiting for replacement part: SN TH0A577192/FPU The printer in my possession now, awaiting the replacement part, remains unopened with masking tape intact. When I initially faced issues with my original printer, an HP OfficeJet 9015e in March [redacted], I inquired about upgrading to the 9025e, but was advised otherwise. Now, I am interested in knowing if I can receive financial credit towards the new purchase by returning the untouched 9015e to you. I eagerly await your response. - Guay

The recent HP Smart software update has caused issues with my OfficeJet Pro [redacted]. It now requires me to create an account and have internet access to use tools and settings, which I find unnecessary. The update also erased my stored preferences, especially on the scanner functions. It's frustrating that I can't access my printer/scanner via wi-fi while connected to the internet simultaneously. I preferred the previous software version and can't locate it on the download site. Contacting HP via email or phone has become challenging, prompting me to search elsewhere for a means to reach out.

Your company recommended a business called "Support All Solutions" in Las Vegas to assist with my issues, but unfortunately, they did not provide any help despite requesting $[redacted] for their services. They are now persistently calling for payment. I have noticed many complaints on their website similar to mine. As a long-time customer, I have never encountered such persistent behavior from a company that didn't deliver on their promises. It's concerning that they are pushing for payment without resolving the issues. I seek guidance on handling this situation. Perhaps this information should be brought to HP's attention. I am reluctant to pay for their inadequate assistance. Thank you. - Betsie Hartman

I'm having trouble with my Hp Color LaserJet M255dw printer. I recently bought this printer to replace an old Samsung Wireless one. The setup was easy, and I installed the software and drivers on 2 Windows 10 machines, 1 Windows 7, and 1 Ubuntu machine. It worked perfectly on all of them until I tried to print from my iPhone and realized the printer was not showing up. Even though the display said ready, it wouldn't print until I turned it off and on again. I downloaded and installed the [redacted]2 Firmware update and followed HP's instructions, but it still won't wakeup to print. Can anyone help me get this resolved? I have reports like Network Summary, Configuration report, and Wireless Network Test Report available.

I attempted to make a payment for my bill, but encountered repeated issues while trying to login. Every time I tried to set up my user details such as address and password, the system would accept them initially. However, the moment I attempted to log in again, access was denied. Frustrated and unable to proceed, I am sharing my login credentials in hopes of resolving this matter swiftly. If my access with you is verified, please respond promptly with a confirmation email. I require clarity on whether I can log in without complications or make the overdue payment that is being emphasized. Thank you for your urgent attention to this issue. - Tim H., [redacted]

My HP Pavilion [redacted]-p0060 computer stopped working a few weeks ago. I bought it from Amazon.com on September 29, [redacted]. The order number is [redacted]. I paid for it in installments until January 7, [redacted]. It was delivered to me in mid-October [redacted]. I don't have any physical receipts. The warranty should be valid, but HP's AI assistant claims it expired in [redacted]. I reported this issue over a week ago, but I haven't received a response yet. When I tried to dispute the warranty, the system said it's unavailable. I paid almost $[redacted] for this computer, and I am not happy about this situation with HP.