HP PSC 2210 all-in-one color printer, scanner, copier - paper jam error message with no paper in printer - must pay for long distance charges to call HP about this defective new product - terrible experience with voicemail after paying for long distance -

Complaints.com received the following consumer message on January 18, 2003:

From: Story, E. R. [Email User] RE: HP PSC 2210 all-in-one color printer, scanner, copier - paper jam error message with no paper in printer - must pay for long distance charges to call HP about this defective new product - terrible experience with voicemail after paying for long distance - problem still not resolved

1. Process start: 12/13/2002. Order number H2295941. Total $690.94. Items included an hp psc 2210 all-in-one and a four next day exchange warranty. (all items on the order were for a Christmas present). 2. Minor irritation: Had to fill in a card and mail it back to activate warranty. All the information was in your computers from step 1, why wasn't this done automatically? 3. Moderate irritation: Very 1st time the all-in-one was turned on, during the installation process, immediately after installing the ink cartridges, the following error message started occurring: Open door: Clear carriage jam, and then press enter. No matter what I try, that error will not clear, and it never even loaded the first sheet of paper. 4. Minor irritation: I start reading the supportpack information and find out I have to pay the long distance phone charges to try to get an item fixed that never even worked the first time. 5. Minor irritation quickly turning moderate to major: Call the long distance number for which I have been forced to pay and instead of getting a live person, I get a long winded automated answering machine and given a choice of four options of which key to press (something like enter 1 if calling about a desk jet product, enter 2 if calling about a laser jet product, enter 3 if calling about some type of scanning product , enter 4 if calling about an office jet product.) Nowhere on the box was any of those type of keywords mentioned. Big bold letters on all four sides of the box are HP PSC 2210 all-in-one. I had no idea which one to enter so I had the blasted machine repeat the options.

I finally chose the photo/scanning option because I knew the all-in-one had scanning capabilities and direct interfaces for the HP Photosmart 620 camera purchased as part of item 1 above. Finally get a live person, but quickly told I made the wrong choice. The operator was very courteous, and was trying to find my item on his computer and finally told me I was supposed to pick the office jet option. I asked him to transfer me, and he said he couldn't, I had to call again and pick the office jet option. Since I'm having to pay for these long distance charges that are getting no where fast towards resolving the problem, we are now clearly in the moderate irritation range. 6. Moderate irritation turned major: I re-dial the number, pick the office jet option, and now instead of finally getting a live operator, I get another $^#&%* answering machine with three more options, none of which are to speak to a real person. So I chose the if you know the extension number option, because common business practice at this stage is to give a choice to enter the extension number, or enter 0 for the operator. HP appears to have chosen to not follow common business practice. I still never had an option to get to speak to a real person, but only given a choice to go back to the previous step if I didn't know the extension. At this point I've wasted over 10 minutes of long distance phone charges, gotten absolutely nowhere, and have become extremely irritated. 7. Choice as I see it, HP either has someone contact me before COB Friday, Jan. 17th, or you are going to get the entire $690.94 order shipped back and I will never buy an HP product again. Ernest Story

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