Complaint Review: Hewlett Packard

I have replaced the black cartridge in my psc-1315 twice in one day. Both times, I get the "something's wrong with the cartridge" error light and msgbox.
78 minutes of HP online support later, and the technician I was instant-messaging came to the conclusion that I need to replace the black cartridge. I copied and pasted the first line of the conversation, where I had explained that I already had replaced it twice, (I had to repeat most of what I typed during the conversation; "norman"s english was pretty poor), and he instantly came back with "perhaps there is a problem with the printer."

Norman informed me that the warranty is expired, so he would be unable to assist me further, but I could solve the problem by purchasing a NEW printer. gave him the information off of my receipt which clearly showed that the printer is still under warranty, but he insisted that their database shows the printer as being out of warranty. I scanned the receipt and emailed it to him. He continued to tell me that the warranty (a one year warranty; the receipt is dated 4/27/05!) had already expired, then he closed the chat window. (I have a log of the conversation to confirm this.)

I emailed HP several times to find out if they had actually looked at the receipt; I ultimately received an email telling me NOT to continue emailing them, but never confirming the receipt (email also available as a confirmation of this). I called HP, and was re-directed to several different call centers before finding a number that would give me the support I was looking for.
I asked, but was not able, to be connected with "Norman". I was told that HP cannot connect calls to specific technicians.

I asked to speak with Norman's supervisor. Again, I was told that HP cannot connect calls to specific people.
I asked to speak with the customer service person's supervisor. (This resulted in a five-minute question-and-answer session before I finally resorted to "Tell me how to spell your name, then connect me with your supervisor, or I will go to the BBB with your name.") I got the supervisor.

The supervisor explained several times (I could barely understand him; he had a rather thick accent) that the warranty was expired because the printer was already very old when I bought it, even though it was new in a sealed box when I purchased it. Further, according to the sticker on the printer, it was only manufactured in August of last year! He then told me that I should have faxed the receipt instead of emailing it. He gave me a case number to reference if I should wish to contact the company further about this matter. He then connected me with a technician who spent the next ten minutes of the call telling me how to clear a paper jam (there never was a paper jam to begin with!)

He eventually came to the conclusion that there must be a problem with the printer, and that I would have to mail it to HP (I believe he meant I should ship it; his English was very poor as well), and they would send me one that they had repaired. And, if I wanted, he could request that they test it before sending it to me. And, this should take no longer that ten to fourteen business days. But, since their system says that the printer is out of warranty, I would have to pay for the repairs.
He then gave me a case number that was completely different than the one given to me by the supervisor.


1. English! I realize that outsourced technical support is cheap, but it is also ineffective!
2. I have a receipt that clearly shows an in-warranty product. Why is there any question about the age of the printer at the time of purchase?
3. I have a receipt that clearly shows an in-warranty product. Why is there any question about the status of the warranty?
4. If an emailed receipt isn't good enough, why would a faxed receipt be any different?
5. There's a difference between "customer service" and "technical support".
6. Why should I have to request the replacement merchandise be tested before it is sent to me? Does this mean that it normally is NOT tested after it is repaired?
7. Three weeks... are you kidding?

Come on, HP. Get on the ball.

Greg
Dayton, Ohio
U.S.A.

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