I have bought a HP Deskjet Ink Advantage K 209a printer.
My printer is under warranty. The print function was not working but the photocopy function was working. The problem seemed to be the USB cord.
I called the helpline on 4th September, 2012 to complain; ticket no 8061487763 and reference no 4021600. They were to send a technician with a USB cord (which was specifically confirmed by the executive on the phone). The technician came without a spare USB cord and after spending one hour on the printer, decided the printer needs to be replaced with a new one.
The replacement printer delivered to me today through a person claiming to be a courier boy was delivered without the cord. The courier boy also confirmed that the printer he has got is a new replacement unit, though it was not in any packing. He took my printer away.
This supposedly new printer has the same issue and to my utter amazement, it is not a new printer but a repaired one of some one else.
The two clear issues here are:-
• I had informed over the phone at the time of putting the complaint that the cord seems to be not working and took a confirmation that the technician would come with a spare cord. The technician did not come with a cord and my problem is still not resolved.
• If my printer is under warranty, it should either be repaired or replaced with a new printer. To replace it with another old printer is fraud. And the mala fide intent is quite and the wrong practice to dupe consumers is apparent from the fact that you inform the customers that the replacement printer is new.
The first point is to do with internal incompetency of the Service Support of the Company, but the second issue is very serious and tantamount to fraud. I am at my wits end and can only think of a legal recourse and escalating through media.
This is not a first bad experience while dealing with the Service Support team of HP. I have an earlier painful experience when I wanted my laptop repaired.
Now – 7 days after my initial complaint, I still do not have a working printer.