1/5
posted Oct-16-2012
I have a three year old HP Officejet 6500 E709n Series printer and it was out of black ink. I bought two of the necessary 920 black ink cartridges since there was a special discount if you bought two cartridges. When i replaced the ink cartridge, it gave me an error message saying that either the ink is missing or damaged. I tried to reinstall the printer several times then called HP customer service. The customer service agent had to try to install my old ink back in the printer which was installed successfully without a error message. Then we tried the new ink again and I received the error message again, she recommmended that I try the other new ink cartridge which was unsuccessful. I was on the phone with the customer service agent for over an hour and a half troubleshooting the machine. We concluded that the printer may be defective. As the printer is 3 years old, it is now out of warranty. However, I was shocked to learn that HP does not have a service department, there only resolution is for me to purchase another printer that HP selects for me to receive a bit of a discount. It is infuriating that a gigantic technology company like HP does not have better customer service. I was on the phone for almost 2 hours to be offered to discount on a cheaper printer and was not able to receive longer than the one year warranty. Moreover, the customer agent was not even able to reimburse/exchange my ink cartridges for me, she told me to write an email and recount what happened that evening. Then I was trasferred to another representative that wanted my credit card information to purchase the other printer and was trying sell other HP products. I bought the printer as I felt that my hands were tied. I lose the printer, do not get money back for the ink cartridges (which are not inexpensive) and lose several hours of my time. Then I received the following email response for my request for a refund for ink cartridges stating that they will only EXCHANGE ONE of the ink cartridges when it was their suggestion to try both ink cartridges:
Our department has received your information. We understand that you need assistance with your Hewlett Packard inkjet cartridges. Normally, we do not accept opened cartridges for exchange. However, since you purchase a new HP printer, we would be willing to make a one-time exception in your case. We can exchange 1 of the opened, in warranty cartridges as well as any unopened, in warranty cartridges. We apologize for any misinformation that you may have received. Our offer will be dependent upon the value of the cartridges being exchanged. To qualify for exchange, your print supplies must meet the following criteria: · Genuine HP· Unopened· In Warranty (see packaging)All cartridges returned to HP are recycled in a responsible manner. Parts that do not qualify for exchange will not be returned to the customer. If you have questions about cartridge warranty, please visit www.hp.com/go/learnaboutsupplies before returning your cartridges. To process an exchange, please complete the bottom portion of this email and return it with your cartridges to the address shown below. Please return only in warranty genuine HP cartridges. Upon receipt, we will provide assistance in any way we can. Sincerely, AmandaISB Escalation Team, Hewlett Packard
The HP Customer service is the worst I have ever seen.
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![Share](javascript:share_rating({"review_body":"I have a three year old HP Officejet 6500 E709n Series printer and it was out of black ink. I bought two of the necessary 920 black ink cartridges since there was a special discount if you bought two cartridges. When i replaced the ink cartridge, it gave me an error message saying that either the ink is missing or damaged. I tried to reinstall the printer several times then called HP customer service. The customer service agent had to try to install my old ink back in the printer which was installed successfully without a error message. Then we tried the new ink again and I received the error message again, she recommmended that I try the other new ink cartridge which was unsuccessful. I was on the phone with the customer service agent for over an hour and a half troubleshooting the machine. We concluded that the printer may be defective. As the printer is 3 years old, it is now out of warranty. However, I was shocked to learn that HP does not have a service department, there only resolution is for me to purchase another printer that HP selects for me to receive a bit of a discount. It is infuriating that a gigantic technology company like HP does not have better customer service. I was on the phone for almost 2 hours to be offered to discount on a cheaper printer and was not able to receive longer than the one year warranty. Moreover, the customer agent was not even able to reimburse\/exchange my ink cartridges for me, she told me to write an email and recount what happened that evening. Then I was trasferred to another representative that wanted my credit card information to purchase the other printer and was trying sell other HP products. I bought the printer as I felt that my hands were tied. I lose the printer, do not get money back for the ink cartridges (which are not inexpensive) and lose several hours of my time. Then I received the following email response for my request for a refund for ink cartridges stating that they will only EXCHANGE ONE of the ink cartridges when it was their suggestion to try both ink cartridges:<br><br>Our department has received your information. We understand that you need assistance with your Hewlett Packard inkjet cartridges. Normally, we do not accept opened cartridges for exchange. However, since you purchase a new HP printer, we would be willing to make a one-time exception in your case. We can exchange 1 of the opened, in warranty cartridges as well as any unopened, in warranty cartridges. We apologize for any misinformation that you may have received. Our offer will be dependent upon the value of the cartridges being exchanged. To qualify for exchange, your print supplies must meet the following criteria: \u00b7 Genuine HP\u00b7 Unopened\u00b7 In Warranty (see packaging)All cartridges returned to HP are recycled in a responsible manner. Parts that do not qualify for exchange will not be returned to the customer. If you have questions about cartridge warranty, please visit www.hp.com\/go\/learnaboutsupplies before returning your cartridges. To process an exchange, please complete the bottom portion of this email and return it with your cartridges to the address shown below. Please return only in warranty genuine HP cartridges. Upon receipt, we will provide assistance in any way we can. Sincerely, AmandaISB Escalation Team, Hewlett Packard<br><br>The HP Customer service is the worst I have ever seen.","link":"http:\/\/www.resellerratings.com\/store\/Hewlett_Packard\/review\/1972345#comment1972345","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Hewlett_Packard.jpg","store_name":"Hewlett Packard","username":"Kangaroos","rating":"1"}, "single");){kind=link}