Hewlett-Packard (HP)
Printer Warranty Denied and Supervisor Never Available on Call

I bought a HP Deskjet F4400 on Oct 19 that worked perfectly for about 9 months then the printer would not read the ink cartridges. I would get errors if I replaced the color cartridge where the printer would not print either color or black and white, and if I only used the black cartridge the printer would only print but a few documents before the printer would say "out of ink replace the ink cartridge." This cost me a few more dollars than I wanted to spend on INK. So after a while I said to myself I should cash in on the warranty so I can receive another printer since this one is obviously defective.

Well anyway I called HP since it was under warranty still to have them replace it. I got a rep. On the phone by the name of DEM ID# 624962 in the Philippines tech support. He told me that the printer was not under warranty even though my warranty was for a full year. He also said that he knows my date of purchase which was 10/19. He began to tell me I do not qualify for a new printer and I would have to "BUY" a new one. "NO", I told him. I want to speak to a supervisor. Now this is where the story get really bad, he puts me on hold for 15 minutes all to tell me that he doesn't have a supervisor available for me to talk to. Mind you I told him that's not possible there is always someone to talk to. He places me on hold and then comes back to tell me he will not give his supervisor's name nor will he let me speak to the one that was there. Due to the fact they where "on a call." I argue with this man for about an hour for him to tell me that his supervisor was STILL on another call. Then he tells me that another supervisor will be in the office in 2 to 3 hours. So I should call back then. He over talked me was rude and didn't listen to anything I had to say. This was unacceptable. There is always someone in charge that should be able to handle the customers if they have an issue. Why is it that every company that outsources to another country mostly Asian ones there is never a manager around. No matter what time of day I call. If I call at 5 AM my time it's 5 PM their time, to me that is prime work hours for a help desk. Am I wrong about that? At about 1:40: 12 this rep. Hung up on me.

I called back spoke to a another rep. Named Ethan in the same office. He told me that there was not supervisor available BETWEEN 7PM - 10PM his time. A whole 3 hours. This makes no sense because business hours in the us eastern standard time starts at 8 am. What if I was a business and have/had an escalated issue? At this time mind you it is 7 AM eastern standard time. So for almost 2 hours I wasted time on the phone with these reps. One give incorrect information and the second would not give me no information. Ethan did tell me one thing the name of his supervisor who's name is "JIM."

HP is global public trading company. This makes no sense!

I am totally unhappy with this company and I will never buy any of their products again and I want my warranty to be upheld.

I need answers and resolutions!

Company: Hewlett-Packard (HP)
Country: USA

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