Hewlett Packard
Scanning Software Update Broke Function, Support Blamed Other Software

Several years ago, I purchased an HP 5510 Office Jet, a four function all-in-one printer. A recent update changed the functionality of scanning software. I contacted customer service via email, as their website didn't give me another option. The response to my question was to blame the change on some other non-existent software that I do not own.
I sent this email back with further clarification, and I received instructions on how to update the software. DUH, if I hadn't already updated my software, I wouldn't have had a customer service issue.
Rather than staying in an endless loop, I purchased an Epson all-in-one, whose software functions much better than HP's. I sent a response that I refused to keep communicating with customer support that refuses to be responsive to customer issues, I purchased another brand.
The final email from HP was a classic - "We are pleased that your issue is resolved. However, this would not have happened without the actions on your part."
Do not expect HP to value its customers or customer loyalty. This was my first issue with an HP product. I was an HP customer for almost 20 years, almost!

Company: Hewlett Packard
Country: USA
State: California
Site: hp.com

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