Hewlett Packard
Out-of-Warranty Printer Chat Option Offered Then Refused

Had a problem with a printer. Registered on HP web-page and informed that printer was 'out of warranty' but given options to 'Chat with online technician' or e-mail support.

Online technician was polite but informed me that he couldn't help because printer was out of warranty.

Let him know that I knew about this, but was directed to his online-chat link from the page that told me it past-date. Sent the HP page via e-mail.

Commented that this wasn't a technical issue any more, but an operational one - I wasted 30 minutes talking online, only to be told they wouldn't/couldn't assist. Why would they present an option to communicate and then not honour it?

Asked for person to speak to about this process. Informed that they couldn't give this information out.

Asked for manager's name. Informed that they couldn't give this information out.

Asked to fill-out web-form... Along with the phrase "Your feedback is valuable to us"... I replied that all I wanted to do is talk to someone - and they weren't provisioning this.

Whole experience a complete waste of time. I've never contacted a support service who refuse to give-out their manager's contact details. Very unprofessional indeed.

So - I'm left with wasted time, and a printer that still doesn't work. All because the data on their web-page doesn't match their operational procedures.

Company: Hewlett Packard
Country: USA

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