Dear Sir,
I have recently had an issue with warranty support for an HP Photosmart Printer. I purchased this printer on 12/26 and received it on Jan 3.
This last weekend, I had issues with the printer having a paper jam error and called tech support. After spending more than 6 hours of my time between Jan 2-3, I was advised that the product was out of warranty since the item was purchased on Dec 26 regardless of the fact that I did not receive the printer until Jan 3. It was explained to me that the warranty started on the date of purchase and not the date I received the product. This would mean that since I purchased from the HP web site, I have lost 8 days of the warranty on my product.
I would also like to make note of the fact that nowhere in the purchase agreement was there any documentation that the warranty started on the date of purchase regardless of the fact that I did not receive the product until 8 days later. When I asked the case manager why this was not stated in the purchase agreement, she said in a very unkind tone that it is just common sense.
I have tried to escalate this matter to a senior supervisor in the tech support center as well as a case manager. Still, the only option I was given was to purchase another printer at an even higher cost than this one was purchased. As I was given this option, they told me I would be receiving a discount as a valued customer. However, after referencing the HP Buy web site, I noticed that there were several printers that would have served the purpose just fine for up to half the price of the stated "valued customer discount".
I find this extremely disappointing after using HP Products for over 10 years. Not to mention that I have another printer, the HPV40 that has been working fine for the last 7 years.
This experience and the time that I have put into this matter to find a resolution has left me disappointed in the HP product line.
Please help resolve this matter as I would like to retain my high opinion of HP products and support.
Thank you,
Lisa Kneip, CSM
lisa. [email protected]
972-743-0894
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