Sep 02, 2011 07:58 PM
7146 Views
I purchased this HP Deskjet Ink Advantage All-in-One series K209a on 2 July 2011.
On 25th Aug 2011, I called up the HP service centre to lodge a complaint(req. no. 8053249760) to mention that the printer was blinking and not allowing me to print. I was instructed over the phone to open up the printer, remove the colour cartrige, and wipe it. He even instructed me to take a piece of cloth and wipe inside, which I did not do, in case I broke something. After putting the colour cartridge back, the printer was still blinking. The rep asked me to print a test page and tells me that the problem is with the cartridge. He tells me that the cartridge is an accessory and is not part of the printer. Therefore, I would have to physically take the colour cartridge along with my bill to Vikhroli or Andheri where they would examine it and decide what needs to be done. I tell him that I am staying in Navi Mumbai and I do not have the time to go and have the cartridge checked out, if even there is a problem with the cartridge. After much pleading he finally agreed to have someone sent over(onsite req. no. 3574114).
On Saturday 27th August, at around 5:50 pm, I got a call from their engineer saying that he was coming over to check the printer. We waited for him but he never showed up. He didn't even bother to inform us that he could'nt make it. No one showed up on Monday either. On Tuesday, I got a call again at noon saying that he would be coming in 1 - 1.5 hrs. After making several calls since that time and he finally showed up around 7:15 pm. He checked the printer, replaced the cartridge with one of his and showed me that it was indeed the cartridge that was at fault. He again told me that I have to take the cartridge to Vikhroli or Andheri to have it looked at. Or I could take it to my dealer.
Today, I went to Croma, Vashi(Dealer) from where we purchased this printer. They told us to speak with a co-ordinator, Santosh Patil at Vashi, HP service center. He very rudely tells us that they will not replace the cartridge. He also tells us that we have to take the cartridge to Vikhroli.
What I fail to understand, is, when HP has a service centre in Vashi, why is it that I am being asked to take the cartridge to Vikhroli. First of all, when their engineer came over(that too, after 5 days), it was his responsibility to take the cartridge with him and forward it to whichever dept. it needs to go. Why are HP categorizing this integral part of the printer as an accessory and apart from the printer. Can their printer function without it? That too, this cartridge(HP 703 Tri-color ink cartridge CD888A) is the same one that came with the printer when we purchased it. I had not even used up 10% of it.
It has not even been 2 months since purchasing this printer. And I am sure that I am covered to get this replacement. However they are just stalling and making me run from one service centre to another, so that I get frustrated and finally give up pursuing this matter.
I have even emailed Mr. Rakesh Rasalam(Service Head) regarding this matter.
I did not buy a HP product to get this sort of disservice.
HP guys, if you are listening, then you better get your act together. Your service is dispicable. Initially when I purchased the printer, I had difficulty in installing it. When I called up your customer care to ask to send someone over to assist in this very initial task, they flat out refused. They said that installing the printer is not their responsibility. They tried to instruct me over the phone but without any success. I finally had to get a computer professional to help me with the installation.
This time over, also, the fellow initially refused to take the onsite request. It was only when I asked to speak to his supervisor, that he finally gave me the onsite request no.
Anyone planning to purchase HP printers BEWARE! The cartridge is not covered under the printer warranty(even the one that came with the printer when we purchased it). If you are not proficient in installation you are in deep trouble!
Think twice/thrice over before purchasing an HP printer. It has only been 2 months since my purchase.
