I purchased an HP printer HP OJPROL7580 for $299.99 via ticket # 050903936127, on 5/31/07, and purchased a protection plan on the same ticket for $59.99 (1/5 of the cost of the printer). At that time I was sold the warranty, I was told that problems were as SIMPLE as returning to the store where purchased and an equivalent replacement would be made.
I never expected to experience problems with this printer, but I did. It pulled the legal size scans back into the feeder and I had to retrieve those sheets by "tugging very firmly" on the paper, since there was no release scan head release on the machine. Then a few weeks ago, I experienced jamming, the "power off" signals came on and the only way to "reboot" the machine was to unplug it. After unplugging, the machine reset and with each attempt, the same jamming and "power off" message came on - only I could not power off and would have to unplug.
I unplugged this machine, hauled it back to the Circuit City where it was purchased, along with the receipt. After waiting for quite a while, the manager told me that they could not replace the machine on the spot, and that might have been the policy when I purchased the machine, but that was not the policy for the machine now. The warranty was now serviced by a different entity.
I would have to file a claim and send it to the replacement people. I had their people call the replacement center 800-555-4615 and I was given an incident number, 11790772, and told that a replacement (possibly refurbed) would be shipped via UPS and that I could put the old one in the ups box and ship this back.
This is a large printer, it took a great effort to get this 3 flights of stairs, take this machine to the retail store, haul it back and forth through the parking lot and bring it back to the original position. This was about July 12th or 13th.
I called this morning and the 800-555-4615 # did not work. After calling the store again with no resolution, I dialed several other repair #'s for different services and found someone who transferred me to Don who looked up the order. He said the order was not filed through the correct routing. Don diligently worked on helping get this repair taken care of - he told me that no later than 10 business days from today (7/29) I would have a replacement (comparable but not the same model number - which I totally understand).
I will be most happy when this printer is actually replaced - but I felt compelled to record and report the past month's transactions related to this printer.
Again, I gave 1/5 the cost of the printer and was told the policy was a great buy at the time of purchase, because I could bring the problem into the store and a like model would be available for replacement. I didn't anticipate the printer's failure - however, I gambled on the policy - what I didn't anticipate was the stores failure to honor the policy the clerk presented.
I sincerely hope that I receive a replacement model - I have lost a month's productivity in waiting, additionally I've spent about 2 hours on the phone this morning trying to "discover" what was happening with the incident.
Please help me track this incident #11790772, Model HP OJPROL7580, Serial No. MY73M33038, purchased 5/25, on ticket number 050903926127.
Please have your sales clerk's represent your service plans accurately upon purchase. And, please review the repair/replacement procedures - they cost your customers more money than that initial purchase price by lost work productivity when a product is down!!!
With the economy down, customer services is more important than ever - it represents return sales!
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