Hewlett-Packard (HP)
OfficeJet L7780 Stopped Working During Wireless Setup, Replacement Delayed

I don't like to create negativity in the world but I feel consumers need to know the problems with this product and the lack of customer service. When I went to set up my printer (HP OfficeJet L7780 All in One) with wireless printing capabilities the entire system stopped working. I called customer service and was put on hold for several minutes while the customer service rep tried to trouble-shoot. "Trouble-shooting" consisted of turning the printer off and on several times and taking off the plastic cover off the control panel and pressing the on/off button to see if it would work. After 20 more minutes of being put on hold I was told that they would replace the printer and it would be sent within 5 days. It is now more than 5 days and I am on the phone again with the customer service dept. They are telling me that I need to fax or scan and e-mail the receipt for proof of purchase. Yet when I explain to them I can't fax or scan because their product is defective they insist I still need to fax it in. I am on my third representative now, supposedly having spoken to a customer rep, a technical supervisor, and, soon, a Case Manager. This should not be that hard... This company seems to have a defective product on the market and now is violating the terms of their warranty agreement by stalemating the replacement of the print by with the customer service process or better stated, lack thereof. I've been on hold for 10 minutes now while writing this review. Still on hold, by the way.

Company: Hewlett-Packard (HP)
Country: USA

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