Hewlett Packard customer support – there’s an oxymoron if ever I heard one!

I’ve had some strange replies to questions/complaints before, but this one really takes the biscuit. A nearly new print cartridge packed up, and it should be covered under warranty, so I tried to ask HP how I should return it.

At this point readers should either give up, or make themselves a cup of tea and settle down for a long read. And all that just to tell me that they couldn’t help and I needed to ring someone. And he has the audacity to tell me “I understand how you feel” and then claim “superior customer service”. Wrong on both counts!

Dear James,

Welcome and thank you for contacting HP Total Care.

My name is Alexander from HP All-in-One E-mail Support Team. From the issue description of your e-mail, I gather that your HP Photosmart 2575 All-in-One is experiencing issues related to printing from your old HP 344 Tri-color cartridge. I note that while printing a color copy, your old HP 344 cartridge had suddenly stopped working. I also noted that you had replaced with a new one and the printer is working normally. I had noted that your primary concern is to know whether the old cartridge used be returned and can it be used for a replacement or refund.

James, I understand how you feel, and would like to help you and I will be with you until the issue is totally addressed. I regret for all the inconvenience that you had experienced and I appreciate for your efforts in resolving the issue at-hand. I am sure by working together we can resolve the issue. I seek your kind co-operation.

I believe that you had performed the steps given below :

a) Manually clean the cartridges :
1. Gather the following items to clean the contacts on the cartridge and in print carriage:
* Clean distilled water. Use bottled or filtered water if distilled water is not available. Tap water may contain contaminants which could damage the cartridge.
* Clean cotton swabs or any soft, lint-free material that will not stick to the cartridges (coffee filters work well).
* Sheets of paper or paper towel to rest the cartridges on during cleaning.
2. Open the printer lid and wait until the print cartridge carriage stops moving.
3. Remove the cartridge and place it on a piece of paper with the nozzle plate facing up.
NOTE : Try to clean the contacts quickly enough that the cartridge is not outside of the printer for more than 30 minutes. The ink can dry and clog the nozzles if the cartridge is outside of the printer for too long.
4. Unplug the printer.
5. Dip a swab in the clean water, then squeeze it to remove most of the moisture. The swab should be only slightly damp.
6. Clean the print cartridge contacts. Please do not touch the nozzles.
7. Clean the contacts in the print carriage, inside the printer. The print carriage contacts are copper, and are located in the carriage so that they align with the cartridge contacts when the cartridge is installed.
8. Wipe the cleaned area with a dry swab to remove any moisture, then reinstall the cartridge, plug the printer back in, and close the printer cover.

b) Power Cycle the All-in-One :
Power cycling the unit will remove any electrical surges from All-in-One.
1. Verify that the unit is switched on. Unplug the all-in-one from power and disconnect the connection port.
2. Wait 30 seconds.
3. Plug in the power only.
4. Repeat steps 2-4 two more times.
5. On the third time after plugging the unit into power, reconnect the connection port from the all-in-one to your computer.
6. Restart your computer and check the functionality.

However, I note that the issue had been resolved after replacing the HP 344 Tri-Color Cartridge. I am sorry to inform you that as an e-mail agent, I am not authorized to provide any transactions related to shippment of cartridges out of United States of America. As a result of geographical constraints, I cannot provide you any refund or replacement of the cartridge. However, there is another alternate in this regard. For your convenience, I am providing you the contact numbers of our Phone Support in United Kingdom and I request you to approach for the Phone Support, in order to resolve your concern.

Here are the contact numbers for the HP Phone Support in United Kingdom : All-in-One printer products :

In-Warranty : 0844 369 0369
Mon-Fri 08.30-18.00 (except Bank Holidays)

Out-of-Warranty: 0906 477 0 477
Mon-Fri / 08:30-18:00 (except for Bank Holidays)

James, I hope that the information provided helps you. I really appreciate you for giving me the opportunity to assist you with superior customer service. I wish to take this opportunity to thank you for being one of our most valuable customers. Please contact us again if you require any further assistance. We are available 24hrs a day, 7 days a week.

I look forward to assist you. Have a nice time.


HP Total Care.

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Our advice is strictly limited to the question(s) asked and is based on the information provided to us. HP does not assume any responsibility or liability for the advice given and shall not be liable for any direct, indirect, special, incidental or consequential damages in connection with the use of this information. Always back up your data. For more information, including technical information updates, please visit our Web site at http://www.hp.com/support.

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