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Report: #444349

Complaint Review: Hewlett Packard Home And Small Business Computers - Palo Alto California

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  • Reported By: Forney Texas
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  • Hewlett Packard Home And Small Business Computers 300 Hanover St Palo Alto, California U.S.A.

Hewlett Packard Home And Small Business Computers My new H-P computer will not sync with my H-P printer and H-P will not help Palo Alto California

*Consumer Comment: It's probably Vista

*Consumer Comment: Consumer vs Enterprise customers.

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I have purchased 6 computers from H-P in the last 3 years, either under Gerald W or Patricia W, and had them shipped to my office, Mesquite Tx 75150, along with several printers, and numerous supplies. I have been a very good customer of H-P.

A few days ago, a 2 year old H-P computer that I purchased online with X-P operating system, and a 3600n printer purchased at the same time, had problems. The computer hard drive crashed. I ran out and bought a new H-P computer in a box from Wal-Mart. When I hooked the new computer back up, (Vista Home) I could not get it to sync with the older printer. (set up with the older computer on X-P) After working on it for two days, I finally decided that I would have to get a patch or new driver from H-P. They wanted to charge me for advice, and then would tell me whether the advice they gave me would fix the problem or not. When I tried to tell them that I had purchased the computer and printer from H-P and was a very good customer of theirs with numerous recent purchases, they hung up on me. Every time I called back they hung up on me, or went around in circles. I cannot believe after spending several $1000's of dollars with H-P and making what I consider to be a very simple request, that they would treat a loyal customer like this.

Gerald w
Forney, Texas
U.S.A.

This report was posted on Ripoff Report on 04/17/2009 05:44 AM and is a permanent record located here: https://www.ripoffreport.com/reports/hewlett-packard-home-and-small-business-computers/palo-alto-california-94304/hewlett-packard-home-and-small-business-computers-my-new-h-p-computer-will-not-sync-with-m-444349. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#2 Consumer Comment

It's probably Vista

AUTHOR: Flynrider - (U.S.A.)

POSTED: Friday, April 17, 2009

When Vista was first released, I heard no end of complaints from people who could not get their old peripheral devices to work with their new Vista system. It's the drivers. Unfortunately, many of the companies that made the original devices have declined to develop Vista drivers for older devices (HP included). Take the previous poster's advice and try to find a Vista driver for your printer model. If you can't, then you'll either have to keep the printer hooked up to an XP machine, or buy a new printer.

Just one more reason I opted for an XP operating system on my new computer.

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#1 Consumer Comment

Consumer vs Enterprise customers.

AUTHOR: Robert - (U.S.A.)

POSTED: Friday, April 17, 2009

It's unfortunate that you're having such an issue with HP but I'm not surprised.

It's been my experience with computer OEMs that there is a world of difference in support between consumer customers and enterprise (business) customers.

You're report indicates you have an "office" so I'll assume that these were business purchases even though you indicate that you ordered them as persons (personal consumer customer.)

I suggest in the future that your business order the computers (or purchase them through an enterprise distributor) so that the OEM knows that you are an enterprise customer. Many OEMs will have a DIFFERENT telephone number for support to enterprise customers. Enterprise support is MUCH better than consumer support.

Without evaluating your system, I would agree with your assessment that you might need an updated driver for the printer. You might find one at the HP website. You might also consider attempting to use the printer on a friends VISTA system to see if the same issue is present.

Good luck.

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