Hewlett Pachard
Consumer Report

I called Hewlett Pachard about a printer problem I had, which I believe was just a setting issue I could not remember. The problem was I could not choose the main paper tray after printing photos using the photo paper tray. When I tried to print to the main tray, it went to the photo tray and stated it was out of paper. I remember going through a lot of problems and phone calls a while ago trying to get the printer to print to the photo tray but it printed documents on the main tray from Word since then, so I did not realize I had still a problem with it switching back to the main tray to print from my photo file. Also, several months has gone by and I forgot the settings I had to deal with and where they were at because it was not obvious; the settings were buried. When I wanted to print photographs of pencil drawing images from my photo files to the main tray, there is where my problem showed up and my memory failed me.

I did not see a setting or a button to change trays anywhere on any window I pulled up, so I figure I could solve this quickly by calling HP. When I did, on 5/28, I got a technician in India. This tech was convinced I had a problem with my computer that needed to be fixed in order to allow me to choose the paper tray. I allowed him to get into my computer and he found the event log and showed me several things that failed and stated these needed to be fixed to fix my print problem. I said what is this going to cost and he stated $200.00. I told him I could have my operating system reinstalled for $50 so why would I do that and this did not make sense as to my print problem so I hung up. I called again on 5/29 and tried a different number but I got India again and this technician started me down the same path. I hung up and tried yet another number to get someone here in the states from HP. Again I got India. As I was explaining that I did not want to pay for a repair I did not need since my printer was under warranty, I just want to know how to choose the tray, this technician put me on hold to look it up. While I was on hold, I played around with my computer print options and fixed the problem myself. I had to hit print, go to print options and then from that window I had to choose the tray. Then I had to go back to the previous window and choose the paper type and at another tab to choose the paper size. Once I did this, I got it to print with the main tray. My hopeful quick fix with a phone call took me two days and over six hours of time to resolve, and I fixed it myself while waiting on the phone for an answer.

I cannot believe these instructions are nowhere to be found in the manuals or on any of the website customer services or troubleshooting. Furthermore, when you call any of the contact numbers, you get India and these guys seem bent on charging you for services you do not need. My system works fine now and I did not need to pay their $200 fee to fix something that is not broken. This is a scam.

I did not incurr any damages or costs because I refused to pay for unnecessary repairs. I had to enter in the monitary amount in question because this site would not allow me to submit it without a number.

While I like my printer and it works better than any printer I have ever had, the customer service HP provides is giving them a bad name, especially when these technicians are scamming it's customers.

I hope this helps someone.

Ron

Company: Hewlett Pachard
Country: USA
State: California
City: Palo Alto
ZIP: 94304
Address: 3000 Hanover St., MS1247
Phone: 8005247638
Site: hp.com

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