In Dec I purchased a PSC2210 all-in-one printer for our home-based business for $249. All was great for the first year, and I loved all the options that this printer had.
In Feb it started having a paper jam problem, so I went online looking for help since I knew it was out of warranty. I followed all the instructions listed on their website and those didn't help. I then sent an e-mail asking for further assistance. A few days later, I received an e-mail with the same instructions as on the website.
I sent one back, stating that I had already tried all of that. They sent me another e-mail with different directions to reset the printer. I followed all the directions to the letter, but this didn't solve the jamming problem. I sent another e-mail letting them know this also didn't solve the problem, and they said I would have to go back to their website and find the nearest authorized service center which was Radio Shack. This surprised me, but I went ahead and took it there. They told me I would need to pay them $39 to have the printer checked out, and they would call me when they had it diagnosed to let me know how much it would cost to repair, then it would be up to me if I wanted to put out the money. Well, they never called me back.
Today, a week and half later, I received a phone call from the local Radio Shack that my printer was back and that it was not repairable. They specifically said that the parts were not available to properly fix the unit and that I should call 1-800-HPInvent for repair or replacement. I immediately called that number and was told I had three options:
1. They would sent me a certificate to purchase another HP product. They never would tell me how much the certificate was for.
2. I could send my printer back to them for exchange with $210.
3. I could purchase the parts and fix it myself.
Ok, so I explained to the CSR that if the parts weren't available to the service center, how could I get them to fix my unit? She told me that I should have taken it to an authorized service center. I explained to her that I took it to the place that was listed on their website. If that isn't the place to take it, then they need to change their website. Radio Shack had mailed it off to a place in Ft. Worth, Tx and then she changed her story and said that must be an authorized repair center.
I asked for her supervisor since she just kept repeating the same options, but she said they would just give me the options she offered. I told her I wanted someone else to complain to, and she said she could give me an address to write to. I didn't want to write to someone, I wanted to speak to a person who could take care of this. She refused to transfer me to anyone else.
I had only had this printer for 15 months before it broke, and I was not about to pay another $210 for one that would probably only last a year and then I'd be out the money again. She never brought up the certificate option again, so I never found out how much it was for. I knew that I would have to pay to get this one fixed, so I was not trying to get something for free.
I just wanted them to be fair and stand behind their product. I did not abuse or mistreat it in any way. I only printed approx. 150 pages per month, and that is probably a high estimate. I am very disappointed that this is the way they treat their customers. Needless to say, I hung up and went out and bought a Canon MP730. I haven't tried out all of the options yet, but you can bet that I purchased the extended warranty! I will NEVER purchase an HP product again.
I did write an e-mail to the CEO, but I'm sure that will get me no where. At least Radio Shack returned my $39 diagnostic fee since they weren't able to fix it. I guess now my husband has something to use for target practice..
Amy
Pekin, Illinois
U.S.A.
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