• Report: #475782

Complaint Review: Hewlett-packard

  • Submitted: Sun, August 02, 2009
  • Updated: Sun, August 02, 2009

  • Reported By:ontario California
3000 Hanover St Palo Alto, California U.S.A.


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On march 13 2009 I purchased a color laser printer from hp.com model number CM1312nfi. This printer has not worked since day one when it arrived. When I try to print anything all it does is print out a page that says PCL XL ERROR. I called hp support and spent about 4 hours on the phone with a tech they finally told me the problem is with my brand new HP laptop.

I was then transferred to a case manager for computers. The person there said it could be the computer but they were not sure but to help try to resolve the problem they would replace my laptop. the new laptop came still the same problem. Talked to printer support again for hours and again they said it's the computer. Called my case manager back she replaced the laptop 2 more times over a 2 month time.

After I received the last laptop on may 27 2009. the problem still was happing. I talked with my case manager for computers she did not know what to do next. Her and I decided to have GEEK SQUARD come out to my home and hp would pay to have the problem looked at. Alittle back story the computer case managers only know about the computers. Printers. Especially my model because its considered a business printer.

So GEEK SQUAD came out on july 21 2009 he spent several hours working on my computer and printer. He could not get the printer to print. I then found on line on the HP website that HP I aware of this problem and found posting by many many people on HP'S own website. In his report he lists several areas of the HP site showing that this printer does not work. He said I would have to go back to HP to get anything done. so began calling HP I would spend 3-5 hours a day on the phone with them they would make me do the same things and it still would not work. I asked for supervisors would not get one.

I would be hung up on or put on hold for hours or transferred departments that had nothing to do with my printer. I was given fake work order numbers. This has been a nightmare. I called HP corporate headquarters in palo alto California. I wanted to speak to someone about this since it is a known proplem they would transfer me to many people that could do nothing.

At one point I was told my printer was out of warranty I told them no I have the documents from the purchase and bought it this year and they kept saying you didn't you bought it in march of 2008 I gave them the order number they said we don't care what your order number says we only go by whats in out system. I call corporate headquarters back again this time I wanted to speak to someone in legal they they ask whats it is in regards to as soon as they find out its this printer they refuse to transfer you or they hang up.

I have spoke with printer customer service they will do nothing they say I have to talk to tech support. They transfer me. This goes on 4 to 5 hours a day last I was told was I had these options only ( though the printer in the trash, spend $200 more and get a black $white printer or $500-$700 and get a different color) no here is one thing they said they would upgrade me to a different model for $100 it's a monochrome ( black & white, I said that's a downgrade I purchased color they said to them its and upgrade because that black & white costs more well I am sorry but I purchased color and I want color.

Today is july 30 2009 as of today I have spent 4-5 hours a day over the last several months on the phone with HP have left messages for managers have been told they escaladed to problem and would call back in 24 hours I hear nothing back from them. I have documentation showing all this from GEEK SQUAD. And I found that call you have to is put the model number in a google search and they have done this many many many many people. That google search already knows what your going to search.

This is a well know issue with HP and they still sell them I see that as fraud. They sell it over the internet so it's federal fraud. HERES THE DEAL I AM DISABLED AND ON FIXED INCOME FROM SOCIAL SECURITY AND THEY HAVE RIPED ME OFF. Can someone please help me. I am desperate I have not had a printer since I bought this one from HP back in march. The are committing a crime if I were to do this the FBI internet fraud division would be coming after why wont anyone go after HP they are not that big.

July 30 2009
Per bbb contact at hp is mark hurd I called spoke with holly in excutive service she refused to transfer call this was at 1112am. Ask for case number gave it to here she transfed me to someone by the name of juan I he said he was looking at my case and to hold while he gets someone to help me. This lasted from 1115-1215 he cam back on the line and said no one is available to talk to me.

Joe-southern california
ontario, California

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This report was posted on Ripoff Report on 08/02/2009 12:23 PM and is a permanent record located here: http://www.ripoffreport.com/r/Hewlett-packard/Palo-Alto-California-94304/Hewlett-packard-CM1312NFI-MFP-DEFECTIVE-PRODUCT-THEY-KNOW-A-CLASSACTION-NEEDS-TO-BE-FILLED-475782. 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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