Hewlett-Packard's hp officejet 4255 all-in-one printer - fax - scanner - copier - poor customer care

Hewlett-Packard's hp officejet 4255 all-in-one printer - fax - scanner - copier - poor customer care

Hewlett-Packard's hp officejet 4255 all-in-one printer - fax - scanner - copier (poor customer care)

Following is a letter I sent to Hewlett-Packard’s Indian located technical support centre. My problem is that your product (hp officejet 4255 all-in-one, with handset) is not functioning as properly as verified by the last hp technician I spoke to (Philip Eipe & his supervisor from you Indian customer support call centre). The main problem being that when the officejet is set to Answer Mode “FaxTel” (as recommended in order to receive both faxes & voice calls) the ring tone is barely audible. The result being many missed calls. I now understand that Hp has know about the problem is working on a “patch” to rectify the problem, but no one can tell me how long this would take or how I would receive the patch. A second problem with your product was that when I do hear the barely auditable ring tone there is no distinguishing ring tone between an incoming fax and voice call. Your tech support claim this problem should be directed to my phone provider. Having followed this up with the phone provider there definetly is a distinguishing ring tone provided by them for fax & voice and say that there should be a setting on your product (to date I’ve yet to find it and your own IT people seam clueless on the matter). A third problem with your product was that if I did answer an incoming fax by pressing *123 and replacing the phone receiver the machine should receive the fax. Once again your product failed and your tech support could not find a solution. My complaint is two fold. Firstly that I was sold a Hp product with a know defect and secondly the wasted time spend on the phone talking to your Hp technical support centre in India (over 5 hours over 2 days) and their inability (and incompetence) in satisfactorily solving my problem. On my first contact with Hp Tech Support (Friday 23 July 2004) the technician got me to change a few setting on the machine one of which was to set the Answer Mode to “Answering Machine”. This fixed the problem of an auditable ring tone but resulted in no faxes getting through. On my second contact with hp (Saturday 24 July 2004) more setting were changed which resulted in no ring tone whatsoever and could not set the machine back to the original setting so at least I’m back to square one. The best he could do was suggest I wait till Monday for someone else to contact me. The tech support staff appear to be incompetent, clueless and na&#239ve. One suggestion was that I wait by the fax looking at the display screen waiting for it to display “ringing….” And manually accept incoming faxes. That’s a great idea if I have nothing better to do than sit staring at a fax machine. Another was that I take back the machine to place of purchase and get a refund and buy something else. This from your own tech support does little to instill consumer confidence in your products. My faith in Hp providing acceptable customer care is diminishing rapidly. What I want to know is how, in the interest of customer satisfaction, Hp plane to compensate my for the difficulties and problems I have experienced using your product and having to put up with 5 hours on the phone to a tech support centre that fails to solve rudimentary problems. Your speed response to my correspondence would be greatly appreciated.

Arthur K Click this link to e-mail the above consumer: //