andrew cox
Here is my story about dealing with HP customer service over the replacement of their sub-par quality product. I am on my third printer from my original purchase. The original printer broke after a few months of use by a single user. The first printer was replaced with a refurbished one. The refurbished one broke as well in less than 6 months (again a single user with 3,000 sheets through the device) resulting in a customer service ordeal. In the hour and a half it took to get a replacement we were told that the refurbished printer was no longer under warranty even though it was a defective refurbished model. After refuting the claim that HP should not be on the hook for a replacement, the customer service rep informed us that the serial number of the defective refurbished printer provided belonged to the first printer insinuating that we never returned the first printer from the original claim. I denied that being the case and the rep continued to explain to me that their system is never wrong and if they say the serial number of the printer I was calling about belonged to one they replaced I must not be correct in my statements and therefore had to have broken the terms of the original deal to send back the first damaged printer for a replacement. Then I found the confirmation from my first service call confirming that I did send the printer back and the serial number I was giving them did belong to the replacement that I was calling about (contrary to the infallible HP customer service information system). At that point the customer service rep back-peddled and without admitting fault or apologizing he told us that he was going to make some exceptions that he does not usually make and do us the "favor" of replacing our printer even though he was not supposed to. The only way I can interpret his actions on behalf of HP is that HP is not sincere in its efforts to help a customer with a defective unit and was not willing to stand by its products. There were multiple narratives used by the HP rep that either denied liability for replacement or accusations of me trying to scam HP out of a new printer. His actions can only be understood as an attempt to make us give up, get off the phone, and live with the defective printer or replace it on my own at my own expense. This is not my first run in with HP customer service. Another printer of mine had similar issues outside of this claim and I was not taken care of resulting in me buying another printer and paper tray base attachment at my own expense. I gave HP the benefit of the doubt in that situation and did not hold them accountable for my poor experience. I will not be making that mistake again. My organization has 7 HP laser printers. I will never buy another HP product. As the products I have begin to degrade I will phase them out and replace them with a brand of better quality and customer service. If you choose to purchase this printer or any other HP product I hope you dont get a lemon because getting a replacement from them after you already gave them your money is far from a pain free process.