Greg,
As I stated to you on the phone, I have not chosen to close this case. As it has NOT been resolved.
You hung up on me whilst I was in the process of attempting to see if the printer works on my laptop. As YOU Suggested.
I asked You 4 times I you had a boss, and you chose Not to answer the question.in fact the last time I asked you the question, that is when you chose to hang up on me.
As we discussed on the phone, the c6180 was purchased Specifically because (and it was noted on the box) that it had the ability to use the Windows Fax Scan Feature. As a Recruiter that must be compliant with Government Contracts (for over 10 Years), it is necessary that all faxes received, or sent, or emailed can be tracked, by name, date and time received. Windows Fax Scan Feature allows this. When we discussed, I mentioned that I didn’t need anything fancy, but must have all these specific Features of the C6180 – Fax, Scan, print, copy. With a flatbed. That was all I needed. When you mentioned I was getting the OfficeJet Pro 8600 Premium, even then I mentioned that it was overkill, that it wasn’t necessary to go that fancy, and we did discuss that it was able to utilize the Fax Scan Feature of windows.
When I received the Printer in August, there wasn’t an issue - I directly installed the printer using the USB cable, and used the cd’s that came with the printer, and was able to establish the connection. Ironically I never had to use your software, not once during the time that I used this printer. Outside of the HP Scan, which I created a desktop icon.
As I told you in the call, in December, changed my office, which meant disconnecting the computer and printer, and attempted to put it back together again, and this time, nothing worked. The software on my desktop didn’t function, wasn’t able to fax, nor print, and my fax scan feature didn’t work. After a call to HP, which the software was installed from HP’s website, I was able to access the assistant. Which was the first time I actually had opened it. But, still I was unable to use the Fax Scan software. I was unable like now, to set up “an account” and have Windows See the Modem or the Network. As is now happening so, the case was escalated, the Case manager who helped me, and did a fantastic job, if I might add, and sadly you were not willing to share his name with me. Told me that he had gone to one of the “engineers” – I believe he said engineer, - one of the designers of the printers, and they mentioned that I had to turn off a feature – which sadly I cannot remember – It was a feature on the Panel of the printer. The case manager said that the engineer mentioned it was a quirk and that he was going to make sure that he mentioned that to the customer support. It was a quick fix, but one that I guess must be noted.
So, here I am again, 3 months later, again I moved my printer around, disconnected it, and having to call your team. But this time no avail.
So, my request I think is very simple. Please either help me establish what it was that I turned off on this printer so that My Computer can see the Fax Modem. It is obviously a privacy feature, a firewall. But, I don’t know where it is..
If, that cannot be done. Then please give me a Replacement based upon the SIMPLE features of the C6180 – the reason I purchased it. I don’t care if it is a smaller, cheaper, version of the c6180 - I don’t need to use the “cloud” to email print, or email facx or whatever all those features are. I don’t need to print Photos either, as I mentioned to you in May, All I need is printer that faxes, prints, copy, scans, that can utilize the Windows Scan feature. And I am VERY VERY VERY willing to go down. Prefer it actually, to something more simple. And may I please reminde everyone, that I purchased a Warranty, so that I wouldn’t have to go out an buy an other printer that meets the requirements that I needed and purchased in the first place
I would prefer to get this resolved withing the next 48 hours. Time is money to me, and I have already spent more than necessary time, in trying to resolve an issue, that is taking a ridiculous amount of time to resolve.
Farnkly, if any of my staff were to Ever consider treating my clients as Ihave been treated this past 24 hours, heads would roll and individuals would be fired. It appalls me that HP allows and tolerates this behavior, especially from Senior staff. At this time, I do plan to publicly post this experience as well..
Hope to get feedback soon.
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