ED Magedson – Founder
Hewlet Packard, HP3000 Hanover Street Palo Alto, California United States of America
The person with whom I spoke is named Catlin and would not give me his last name which to my mind is an amazing display of lack of open service. What did he think I would do with his last name.
Note that some time ago there was another issue and the person in that department did not hesitate to provide her full name, Myrna Sweet. Two days in a row, Catlin promised and assured me of overnight delivery or a new printer, the Premiere 8500 due to what was called a hardware problem with my Officejet L7780. That was as a result of a paper jam and a wasted almost two hours with a horrific tech who was more interested in selling me a new printer and who lied to me continuously. But Catlin also lied. He knew that I run a small business that is highly dependent on faxing and printing.
He gave me a tracking number, and assured me that although there was no delivery, as promised December 29th, I would definitely have delivery the next day before 3:00. When 3:00 came and went, I called FedEx who told me they did receive paperwork but once again failed to deliver or provide my package. In response to this, Catlin whined that he just got into work at 2:30 and was also frustrated. That rings hollow being as if he had done his job the day before I would have had delivery as promised. But he was covering his own butt having lied and misled.
As a result, and having already endured setbacks due to being without a printer, I had no choice but to buy one from Office Depot. It cost me $395 as opposed to the $179.99 price Catlin was charging me. In detail, I had an issue with my HP Officejet 7780 with paper and carriage jam. This was case number #8033430396 on 12/28/09. For a six month old unit.
The first thing the tech tried to do was sell me a new printer and would not honor my request to allow me to pay for the service call. Finally relented and we were on the phone for over an hour with the issue unresolved. He said that he would upgrade me to a new model for $99 and desperate I said okay. Put me on hold for a very long time and came back and said it would be $299. When I mentioned his quote of $99 several times after he insisted on $299 I asked him about the model. He quoted me an older model which was far less than what I currently need and have for my small business. Almost two hours wasted.
I called their "customer service at 877-917-4380 X 95 and spoke with Catlin. He promised next day delivery which would have been 12/29. When that didn\'t happen, spoke with him that evening and was given a tracking number promising delivery for sure on 12/30. Called FedEx and they said that HP did not deliver the product. Catlin blames FedEx which makes no sense. They are obviously not only incompetent but pathological liars.
Due to being misled and poorly serviced I have been injured by not having access to a fax machine or printer for going on three days. This is not the first time I have endured a major issue with Hewlett Packard but this has been the worse and most harmful. As a result of this deception, incompetence and lies, I had to buy another unit for $200 more.
This report was posted on Ripoff Report on 01/04/2010 07:48 AM and is a permanent record located here: http://www.ripoffreport.com/r/Hewlet-Packard-HP/Palo-Alto-California-94304/Hewlet-Packard-HP-HP-Tried-to-refuse-support-and-sell-new-printer-Lied-about-shipping-or-549416. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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