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Long Ago Musings of Shutyertrap...Earthlink
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<blockquote data-quote="shutyertrap" data-source="post: 159757" data-attributes="member: 134"><p>I know how you feel Espy. Gotta love it when despite all the copious notes they apparently take don't get read by the next person.</p><p></p><p>I have an HP inkjet printer. Rather than paying for the expensive new ink, I took my empties to Costco for refill. Unfortunately, the printer refused to print, saying the ink was out. I did a little research, turns out that the ink cartridges have a little chip on them that counts how many times they've printed. It doesn't actually measure the ink. So once that chip has told the printer it is out, and since the chip can't be reset, refill or not, it's not working.</p><p></p><p>Okay, lesson learned. I bought brand new cartridges and installed them. Well now the printer was showing the ink was full, but it still wasn't printing. I called customer service and told them the issue (leaving out the part of using refills, since I was worried that would somehow void warranties). The person said it sounded like the print head was bad and I'd need a new printer. I said this was the first time I'd changed the ink, and the printer was less than a year old. Nope, my problem, buy a new printer, and they hung up on me.</p><p></p><p>Cue rage.</p><p></p><p>I called back, got a new person, said the last person was extremely rude, and what kind of product is HP making that it can't even last a year? This person ran through some very basic troubleshooting (remove cartridges, am I sure they are new?, run the clean print head tool), and then checked my warranty status to see about exchanging the printer. Turns out I was 9 days out of warranty. So they said I was on my own and needed to buy a new printer.</p><p></p><p>I lost it.</p><p></p><p>I said, are you telling me that you make such a crappy product that the day after it goes out of warranty, you'd junk it? And if indeed I need to junk it, do you even think I'd buy another HP printer? I said the ink was low, streaking on the page. I change the cartridge, now there's not a drop of ink. How is that good product build? More to the point, I expect some customer service or I'll spread the news across every piece of social media I can get my hands on about why none of my friends should buy HP! (Heretic might remember all this as I was in the chat room complaining while it was happening.)</p><p></p><p>So the person kicked me over to HP Service department, which is really only supposed to be for a certain customer base. I should note, we're talking about an $80 printer here. That person talked me through getting into the service menu of the printer, where we were able to do a whole bunch of other tests. None of them fixed anything, so they said perhaps it was a problem with the cartridge I bought, return it to the store and get a new one, see if that fixes it.</p><p></p><p>I do just that, and no it doesn't. I call again. I get a new person. I tell them every step that has already been done, as is noted in their file, so what's next. That person tells me they need to be sure. So we run through every damn step once more. Half an hour later, we're now ready to try new stuff. Half hour after that, we've exhausted the limits of what can be done over the phone. Now my neighbor is a printer service repair guy for corporate printers. I told him what was going on and he laughed. Said the techs I was talking to cost the company $150 per call! So we're $300 deep on an $80 printer that is 9 days past warranty.</p><p></p><p>Here's what HP's solution was. They sent me an ink cartridge straight from them, as maybe I just happened to have gotten 2 bad cartridges in a row. If that didn't work, they'd try to at least work on getting me a new printer at a discount (which I had no intention of doing, as this will be my last from this company). Ink arrives, and what do ya know, it works. It's a miracle!</p><p></p><p>It just cracks me up though how much time and internal money they wasted because they wouldn't read their own file nor take the info I provided as truth. If that first call center person had of just sent an ink cartridge to begin with...</p></blockquote><p></p>
[QUOTE="shutyertrap, post: 159757, member: 134"] I know how you feel Espy. Gotta love it when despite all the copious notes they apparently take don't get read by the next person. I have an HP inkjet printer. Rather than paying for the expensive new ink, I took my empties to Costco for refill. Unfortunately, the printer refused to print, saying the ink was out. I did a little research, turns out that the ink cartridges have a little chip on them that counts how many times they've printed. It doesn't actually measure the ink. So once that chip has told the printer it is out, and since the chip can't be reset, refill or not, it's not working. Okay, lesson learned. I bought brand new cartridges and installed them. Well now the printer was showing the ink was full, but it still wasn't printing. I called customer service and told them the issue (leaving out the part of using refills, since I was worried that would somehow void warranties). The person said it sounded like the print head was bad and I'd need a new printer. I said this was the first time I'd changed the ink, and the printer was less than a year old. Nope, my problem, buy a new printer, and they hung up on me. Cue rage. I called back, got a new person, said the last person was extremely rude, and what kind of product is HP making that it can't even last a year? This person ran through some very basic troubleshooting (remove cartridges, am I sure they are new?, run the clean print head tool), and then checked my warranty status to see about exchanging the printer. Turns out I was 9 days out of warranty. So they said I was on my own and needed to buy a new printer. I lost it. I said, are you telling me that you make such a crappy product that the day after it goes out of warranty, you'd junk it? And if indeed I need to junk it, do you even think I'd buy another HP printer? I said the ink was low, streaking on the page. I change the cartridge, now there's not a drop of ink. How is that good product build? More to the point, I expect some customer service or I'll spread the news across every piece of social media I can get my hands on about why none of my friends should buy HP! (Heretic might remember all this as I was in the chat room complaining while it was happening.) So the person kicked me over to HP Service department, which is really only supposed to be for a certain customer base. I should note, we're talking about an $80 printer here. That person talked me through getting into the service menu of the printer, where we were able to do a whole bunch of other tests. None of them fixed anything, so they said perhaps it was a problem with the cartridge I bought, return it to the store and get a new one, see if that fixes it. I do just that, and no it doesn't. I call again. I get a new person. I tell them every step that has already been done, as is noted in their file, so what's next. That person tells me they need to be sure. So we run through every damn step once more. Half an hour later, we're now ready to try new stuff. Half hour after that, we've exhausted the limits of what can be done over the phone. Now my neighbor is a printer service repair guy for corporate printers. I told him what was going on and he laughed. Said the techs I was talking to cost the company $150 per call! So we're $300 deep on an $80 printer that is 9 days past warranty. Here's what HP's solution was. They sent me an ink cartridge straight from them, as maybe I just happened to have gotten 2 bad cartridges in a row. If that didn't work, they'd try to at least work on getting me a new printer at a discount (which I had no intention of doing, as this will be my last from this company). Ink arrives, and what do ya know, it works. It's a miracle! It just cracks me up though how much time and internal money they wasted because they wouldn't read their own file nor take the info I provided as truth. If that first call center person had of just sent an ink cartridge to begin with... [/QUOTE]
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