HP DESK JET 9800
PROD # C8165A
MODEL # SNPRC-0405
S/N MY51M110TZ
DATE PURCHASED ABOUT Mar 20,08
Quit working about 4/20/08
Complaint manager Paul
HP DESKJET 9800
PROD/MODEL # C8165AL
PRODUCTION # SNPRC-0405
SN MY6CD1Z0Y7
DATE RECEIVED FROM HP 5/1/08
Quit working 6/28/08 middle & green light on
Complaint Manager Steve
Hp deskjet 9800
prod/model #c8165al
sn my7b22z03c
date received from hp 7/1/08
9/9/08 quit working
NEW 9800 from HP
9/19 Received
Model # C8165AL
SN MY7B22Z06R
STOPPED WORKING 12/9/08
9/9/08 called HPRachel case # 8015866694
Rachel was going to pull up her help? Then it went back to press 3 for printers
9/10/08 Called Houston, Karen was rather rude, she then transferred me to Customer Resolution. Shannon. She then transferred me to Commercial printer Complaint. Kristenshe is getting a senior level complaint manager on the phone with us, to see how this printer can be replaced/exchanged/upgradedJuan Copo 888 943 8476 of customer resolution stayed on the line while Patrick of Tech Support trouble shoot this printer. Conclusion was the printer is broken, Juan is elevating this to see how to replace this printer with a printer of higher quality.
9/12/08 Called Customer Relations (Corp Level) 800 756 0608.. Option 7
They are connecting me with Complaint Manager Dept. They handle high level complaints and resolutions.
Michael Eimers 877 917 4380 ext 95 7500598773 transaction number/case number
12/09/08 Stephen 877 917 4385 Ext 95 8 am to 4 pm EST 7500716520
He is transferring me to the commercial dept for printers. He has transferred me to Commercial Technical Support. (Raymond) Called back to 877 917 4380 Ext 95, John answered the phone. Gave John case # 7500716520. Transferring information to the Case Manager of the Commercial Printer Department. Stephen is the case manager
12/11/08 Called Customer Relations (Corp Level) 800 756 0608.. Option 7 Spoke with CC gave her case # 7500716520, she is transferring me to the case manager of the commercial printer department. Was on hold for 6. Gustavo came on the line. He placed me on hold to read up on the previous case numbers, again I was on hold for 7 minutes. 1:50 PM, he wanted to initiate another case number, and someone call me back in 24 to 48 hours. I told him NO, he has 10 minutes to either have a refund ready for me or the registered agent in NC, I will sue them. He said this printer is not eligible for a refund. He insist on giving me a new case number and they would call back in 24 to 48 hours. I refuse to wait for another call back, this is nothing more than the run around. I waited 10 minutes and still on hold, I hung up.
12/11/08 Called 650 857 1501 (Virginia) she transferred me to the legal dept which I got was a recording. I left my phone number. Transferred back to the operator (Sandra). Told her about the recording and all voice mails were forwarded to customer service. She put me on hold while she called and listened to the recording. When she came back she wanted to transfer me to technical support. I told her all I wanted was the registered agent for NC. When I said that, she said if I am taking legal action, she can't talk to me, and hung up.
12/11/08 she transferred me to a case manager (not commercial printer dept) again no one know what is going on. Transferred me back to the operatorhe is transferring me to the commercial printer. We got disconnected.
12/11/08 Called 650 857 1501 was transferred to Wanda is one of the operatators that answers this 800 756 0608 X 7 this is not for commercial it is consumer
Commercial Center 888 943 8476
Commercial ticket number 3602337360 or 36031911851 (May said these two case numbers have been closed)
Wanda transferred me to the commercial printer div, May came on the line., she is reviewing the case. She came back and said I was never promised a replacement (by Juan). I did receive a replacement on September 19. Placed on hold again, have been on hold for 14 minutes.
12/11/08 Called 800 756 0608 and got Michelle, ask to talk to someone at the corporate level that can handle a very very disgruntled customer. I was transferred to some gentleman (Toby), he was enlightened on the whole case history. I ask him to transfer me to someone at the corporate level, preferably a VP. I was placed on hold again, for 11 minutes. I was told, the escalation that was to have been taken place on 12/09/08 was never done, I was talking to the wrong department. Toby has now said, he is creating an escalation and someone from Customer Relations Office will call me back to me, No later than 5 pm EST, 12/12/08. Case # 3604211767
12/12/08 I called and talked with Juan Copohe was going to try to get an engineer to call me back immediately. I gave Juan the serial numbers and dates they quit and replacements received. I was on the phone with Juan for 32 minutes.
Don or denise
Newton, North Carolina
U.S.A.
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