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Tuesday, March 6, 2012

What happened to Customer Support? No more HP products for me.

Let me start by saying that I have had HP printers my entire adult life. I have always loved them and never had a problem...until now.

I have a Officejet 7500A Wide Format. I bought it so I could print out place mats for my girls. They are so cute and I love creating them. I also have an etsy shop where I sell stationery and this printer does an excellent job. 

About 5 months ago, my printer wouldn't print to the edge of card stock, the rollers would get off alignment.  Their technical support was awesome and they ended up sending me another printer.  Very nice of them and I was glad the issue was resolved, but keep in mind every day that I don't have a printer, I can't open my etsy shop for stationery.

Now, my printer won't print blue. Again the technical support was very nice and they are sending me a new print head which we do not know if it will fix the problem or not.  I asked to have an extended warranty (at least 1 year from the time they sent me the new computer).  I told them that I had never had issues in the past and this printer was making me nervous that I would have an issue with it again.  This had to be escalated to a non-technical supervisor who right off the bat was rude before I even said anything.  I always think you catch more bees with honey so I put on my super sweet voice and explained my situation telling them how sad I was that my printer has been broken so many times.  The response was "everyone has to pay for extended warranty".   I was just asking for them to stand up for the quality of their product and to help me if it breaks again.  When did products start only lasting less than a year?  When did companies stop having pride in the quality of their products?

Needless to say, I am interested in any suggestions on printers.

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