Well where do I start. Contacted HP this last week for an issue I was having with my HP 6500A Plus printer all-in-one and less than a month of owning the printer experienced issues related to memory card error as well as the printer eventually not wanting to power on. I contacted HP which they confirmed from their end I had a hardware issue in the printer and that I could return it to Costco or have HP send me out a replacement, which I said I would take it back to Costco where I originally purchased it, escalated the call to a Case Manager who would contact me within 48hrs, which they called the next day and re-assured me for all the hassles I was getting and going thru, that I would have an extended warranty applied to the new printer regardless if it was the same model or different one. Just yesterday I went and returned the malfunctioning printer back to Costco, which was awesome about the return and got an HP 8500A Plus all-in-one printer, setup successfully setup and working great with no issues until I called them today on Sunday 04/03 and spoke with an agent who then tranferred me to a supervisor, who was no help at all, in fact he basically said I am sorry you feel this way, their isn't anything we can do right now and we are not going to give you an extended warranty. I then said, "Excuse me, was told I would have an extended warranty and that all I needed to do was provide a serial # and product # as requested" to switch over the extended warranty. He then said, is their anything else I can assist you with?" I was rather shocked, simply because I have many and I mean meany years of Call center experience and I have never been treated like this ever over the phone and my point is I have been lied too. Below is a chat log with one of the agents over chat that I thin is very important for all to see, as you read the chat log, you will notice their was no care in my request outside of brushing me off.
[Sunday, April 03 1:25 PM] — Automatically generated message:
Your support request has been submitted and is in queue. Please wait
momentarily while the system connects you with the next available
support specialist. [Sunday, April 03 1:25 PM] — Automatically generated message:
You are now chatting with support specialist Vindo V.
[Sunday, April 03 1:26 PM] — Vindo V says:
Welcome to HP Total Care Chat Support for All in One printer. My name is Vindo.
Please give me a minute while I review the problem description details.
[Sunday, April 03 1:26 PM] — Jason Murray says:
I am getting server failure with a triangle, says to Try again later.
[Sunday, April 03 1:30 PM] — Vindo V says:
As I was reviewing the details, I came to know that you are using HP
Officejet Pro 8500A Plus e-All in One A910g Printer with Operating
system Windows XP and email id is [email protected]. Am I correct?
[Sunday, April 03 1:31 PM] — Jason Murray says:
yes [Sunday, April 03 1:32 PM] — Vindo V says:
Thank you for the confirmation.
[Sunday, April 03 1:32 PM] — Jason Murray says:
okay, so what do I need to do?
[Sunday, April 03 1:33 PM] — Jason Murray says:
I have a lot of problems with your printers and I am getting tired of it.
[Sunday, April 03 1:33 PM] — Vindo V says:
We will resolve each issue one by one.
[Sunday, April 03 1:34 PM] — Jason Murray says:
does this printer have the ability to scan a picture, then direct from the
printer send to any email address such as a friends email without ever
having to go on the computer.
[Sunday, April 03 1:34 PM] — Jason Murray says:
I am not sure why I am getting a server failure message when all the settings are setup correctly.
[Sunday, April 03 1:36 PM] — Vindo V says:
Yes we can configure scan to E-mail.
[Sunday, April 03 1:36 PM] — Vindo V says:
Do you have 'HP solution center' installed in computer?
[Sunday, April 03 1:37 PM] — Jason Murray says:
okay so why am I having a problem, not seeing anywhere where you can access
the address book directly on the printer to make changes.
[Sunday, April 03 1:37 PM] — Jason Murray says:
Yes I do [Sunday, April 03 1:37 PM] — Vindo V says:
We need to configure it. [Sunday, April 03 1:38 PM] — Vindo V says:
Please open the hp solution center then Click Settings.
[Sunday, April 03 1:40 PM] — Jason Murray says:
I did that [Sunday, April 03 1:40 PM] — Vindo V says:
In the "Scan Settings" section, click "Direct Digital Filing Settings" and then click "Scan to E-mail Setup Wizard".
[Sunday, April 03 1:42 PM] — Jason Murray says:
wait I am not seeing that
[Sunday, April 03 1:42 PM] — Jason Murray says:
you scan to network folder
[Sunday, April 03 1:42 PM] — Jason Murray says:
I am not seeing Direct Digital Filing settings
[Sunday, April 03 1:43 PM] — Vindo V says:
Click
Settings then "Email Settings" section, click "Direct Digital
Filing Settings" and then click "Scan to E-mail Setup Wizard".
[Sunday, April 03 1:44 PM] — Jason Murray says:
I am on a MAC could that be why were not on the same page
[Sunday, April 03 1:44 PM] — Jason Murray says:
I am using Snow Leopard 10.6.3
[Sunday, April 03 1:45 PM] — Vindo V says:
We have a dedicated team working on Macintosh queries via e-mail and phone
support. Please visit the Web site listed below for e-mail support:
http://h20180. Www2. Hp.com/apps/Nav? H_pagetype=email&h_lang=en&h_cc=us&h_product=236252&lc=en&cc=us
For phone support call 1-800-474-6836. Business hours are Monday
through Friday from 6:00 A.M. To 10:00 P.M. And Saturday from 9:00 A.M.
To 4:00 P.M. Mountain Time.
[Sunday, April 03 1:46 PM] — Jason Murray says:
Oh no lets not go there, need help right now
[Sunday, April 03 1:46 PM] — Jason Murray says:
I am so sick of your company, this is not good Customer Service. I am
asking for help on something that I dont care what it is, someone should
be able to assist with. This is unacceptable.
[Sunday, April 03 1:47 PM] — Jason Murray says:
I will tell you what I will just pack this damn printer up and take it
back and go with a different company for a printer, this is rediculous.
[Sunday, April 03 1:48 PM] — Jason Murray says:
No, one seems to give a damn about me as a consumer of your product, which I
Will make very clear with everyone I know on how I was treated and what
bullshit I went thru with no resolution.
[Sunday, April 03 1:48 PM] — Vindo V says:
we do offer e-mail and phone support specifically for MAC support. Please visit the Web site listed below for e-mail support.
Http://h20180. Www2. Hp.com/apps/Nav? H_pagetype=email&h_lang=en&h_cc=us&h_product=236252&lc=en&cc=us
For phone support please call 1-800-474-6836. Business hours are
Monday through Friday from 6:00 A.M. To 10:00 P.M. And Saturday from
9:00 A.M. To 4:00 P.M. Mountain Time.
[Sunday, April 03 1:48 PM] — Vindo V says:
Thank you for contacting HP Total care and giving us an opportunity to serve you. Its been a pleasure assisting you today.
[Sunday, April 03 1:48 PM] — Vindo V says:
Thank you for contacting HP Total Care Real-Time chat support. If you need further assistance, please contact us again at:
Http://www.hp.com/support/chat
Chat support is available 24 hrs a day, 7 days a week.
Please take the time to register your HP product and the products Care Pack at:
Registration: http://www.register. Hp.com
Care Pack registration: http://www.hp.com/go/hpcarepack/register
For information on keeping your HP and Compaq products up and running, please visit our Web site at:
Http://www.hp.com/go/totalcare
[Sunday, April 03 1:49 PM] — Jason Murray says:
Alright, I am posting on usacomplaints.com everything that has been discussed and how my experience was, this is unbelievable
[Sunday, April 03 1:49 PM] — Jason Murray says:
I will be contacting the Better Business Bureau and my State Attorney General's office about this as well. Not good for HP
[Sunday, April 03 1:50 PM] — Automatically generated message:
The support specialist has closed your support request.
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