Complaint Review: TRG Networking Inc.

On or about Thursday, April 3, 2014, I brought TRG Networking, a fully functioning, well maintained HP Laserjet 3700dn color printer with not one single cosmetic blemish from even ordinary wear and tear that had a jammed front door. It printed without issue in color and black and white until I attempted to reset by opening the front door.

I did not force the door. When I could not open or close it, I immediately contacted several HP authorized service centers in the greater Baltimore metro area. After a series of emails, I gave the job to Toni Rosen of TRG Networking. On Friday, March 4, 2014, Ms. Rosen left a number of conflicting electronic and voice mails for me.

When I finally managed to get a chance to answer my telephone (while pulling up to my child’s daycare), she launches into a breathless spiel relative to “how long I had the printer …” “…to open the front door you have to remove the side panels…” “… the armatures were stuck…” “…there were a lot of broken little pieces…” and finally claimed that she heard it making "rattling" noises.

Since I placed this heavy 75 pound printer on the cart she provided when I personally brought it to her on Thursday, there was not an opportunity for her to have heard the “rattling” she claimed to obviously rationalize the extensive damage to my primary printer caused by a poorly trained, reckless employee. More importantly, she never makes mention of any alleged noises when she provides me with the work order, and claims “[I] can see the parts,” as if damage caused by her employee’s negligence ex post facto somehow has probative value.

Ms. Rosen goes on to tell me that my perfectly working business grade color printer, which has a depreciated value of over $1,000 may not be worth the cost of the repair from the damage caused by her technician. The coup de grace was her asking for my permission to “break” the armatures so that this same technician who caused the initial damage to the printer could now repair it at my expense.

I asked her if HP recommended this “fix” for the issue presented by the printer. She said that no company would actually write that something has to be broken to repair it, which begged the question of why she wanted me to authorize a repair I had already approved. I was so stunned ask her if I could either call back, or write her over the weekend.

When I did, I disputed the extensive damage to this printer was evident when I brought it to her and went on to state that ‘I do not know how you or your technician can see the toner cartridges from the side panels. I want it repaired to HP specs using HP technical manuals.’ Her response (ignoring my concerns altogether) was that the cost of the repair would be in excess of $300 and that I needed to provide her with a credit card.

Ms. Rosen immediately attempted to communicate backchannel with HP regarding my complaint illustrating deception and guile lending credence to my charge of dishonesty and, concomitantly, deceptive trade practices relative to this boiler room operation - TRG Networking. Use at your own peril or that of your expensive office equipment. Toni Rosen is a brazen liar and will do nothing but destroy your equpiment and charge you an arm and a leg to half repair it...