Hewlett Packard HP HP Printer - Bait and Switch by Tech Support / False claim re: charging debit card Internet
I called HP technical support for a problem related to my HP OfficeJet Pro 8500 (color quality issues). The support person said that I needed to replace both printheads and buy all new ink cartridges, but for about the same price HP would sell me a reconditioned OfficeJet Pro 8600 e+. He said the reconditioned ones had never been used, but had sat in the retail store too long, were recalled by HP, checked out and put in proper condition if necessary. I agreed. He then transferred me to his supervisor who took my credit card information THEN told me that someof the reconditioned ones were as described, but others were returns by customers. In otherwords they were USED, not as promised by the support person. I cancelled the order because I could get a new one from Amazon at about the same price, but perhaps with a shorter warranty, and because HP had pulled a bait and switch.
The Manager, Ravi, said not to worry, my credit card had not been charged.
The next day I looked online and saw the order was cancelled - but guess what? My credit card HAS been charged.
I called the support number again and asked when I was going to get my money back. The person that I spoke to said he would "raise the issue" to the appropriate department within 24-48 hours and I would see the refund in my next billing cycle. I used a debit card not a credit card, so the billing cycle statement makes no sense. I should be able to get a refund within 2-3 business days from the time they initiated it via ACH and should be able to see it online in my account as soon as it comes in. But the rep obviously did not understand how our banking system works. It was like talking to a robot. I gave up. I have no clue when I will actually see the refund.
Lessons: Beware of bait and swich tactics by HP. Consider buying a product from a company that exhibits more integrity and perhaps has a U.S. based support staff.
1 Updates & Rebuttals
Steve
Orlando,Florida,
Hewlett Packard Printer - Bait and Switch - Issues Resolved by HP
#2Author of original report
Tue, September 10, 2013
I am the author of the original Ripoff Report on this topic.
A couple of days after I filed the report (on HP website) I got a call back from a Customer Service person who wanted to understand what happened and try to resolve the issue. She spoke with me for about 30 minutes.
It is true that some of the refurbished printers are returned by customers however she said the only ones they repair and resale are with mechanical parts that can be replaced such as a broken scan glass. All priners with electonic problems are scrapped and recycled.
Also, my debit card was not charged. A hold was put on it which went away a few days later and the Pending charge disappeared as the result of them cancelleing the order. I was wrong about the payment timing because it is a "check card" which is processed throught the credit card system, even though it goes against my chehcing acount. This systems is slower that the ACH system used for pin-based transactions, so the third person i talked to in India was more or less correct.
The customer service I initially recieved was defintely poor, but I compounded the problem when I insisted I understood the payment system process but was mistaken.
However I feel HP went the extra mile and was sincerely interested in addressing my concerns and I wanted to set the recod straight.
I wound up buying a refurbished HP printer which just arrived and is working fine.