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HP / poor product/poor follow up/chaotic hp cs organization

1 Hong Kong Review updated:

I share same feeling of your complaint.

I had a very good HP 3055 printer, but then it needed repair the repair cost is HK$1600 while purchase new equivalent machine (HP MF1522NF...I thought equivalent) is HK$2600 minus trade-in bonus = HK$2100. (plus less waiting time for repair) but the nightmare begins with a new machine...how ridiculous

Pls see below extract of my email to HP...still following up the case, but in summary:
1. Poorer product design from my personal user point with an suspicious objective that it is designed for higher consumption $ of toner.
2. Poorly manufactured product and supporting installation and registration/program support services
3. Confusing HP CS, you have to spend time to listine so many voice mails before you get thru to CS which ask you to dial another number. That dept will ask you to call another dept if something goes wrong. (except the HP repair CS centre is good)
...anyways, writing this is much less time wasting than the solve my "new machine" problem which haven't come to a near end yet...

Extract of complaint:
+++
After rounds of telephone not-so-merry-go-round, I got message across: website for registration for HP Laserjet Trade in program does not work.
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HP CS Action: emailed me form for manual processing via fax
(* the only good thing is to obtain an email from CS and he is ok responsive.)
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From me: I do website refund and fax refund but no call from HP. Pls follow up. Thx
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From HP CS: For the TITU status check please kindly contact our logistics company Mxxx Wxx at 6083-xxxx
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From me:
Also want to complaint about my new MF1522NF:
1. The Power cord attaching to the machine does not fit, so always lose power***
2. The Output tray support is not fit, it is half hanging and shaking
3. The print cartilidge position also not very fit and it takes a few times before the machine can identify the thing.
4. The installation disk is not as sophisticated as the HP3055, so funny font appears for the message e.g. “now printing +-1/2y”
5. The scanning speed is slower than the HP3055 and even my home stupid C5300 photosmart series
6. Pls kindly fix 1&2 & 3 for me. (I have already pack the HP3055 into the the box MF1522F as instructed (very nicely – like brand new ), pls suggest alternative than asking me to pack the MF1522NF back into the box.)

You guys please help me follow up. I am a self help person but I have already spend too much just in the trade-in and the registration because of HP problems. Thanks.

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From me: [HP staff]’s number does not connect and it is a mobile number. He has any official number?
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From me: One more thing, the button shield/cover is poorly fit too. Can’t push the whole thing in.

Overall, the MF1522NF is a less sophisticated model than the HP3055 and what make if more worse is it is badly manufactured.
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My next email: More things, the machine has slow scanning speed and a lot of noise. Pls exchange the product since I just got it before the long weekend.

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Comments

  • Su
      8th of Jul, 2009
    0 Votes

    Sub:- Complain Against your Service.

    Dear Sir,
    This is for your kind information here by I would like to intimate you that an Date 18th Oct 2008.I Purchase a HP Laserjet M1319f (Print/Scan/Copy/Fax) Machine from you.From the date of Purchase there is a Major Defect in that machine.Regarding the problem with that machine several times I make complain to you also I gave complain to your service center with the helpline numbers before 22 days. The case no was(8026615335), but till now either you solve our problem or your head office do it.

    Therefore as a consumer of your product if you will not solve my problem with in 2 days . I bound to take the legal action against you as per the terms and conditions.

    Hope for your kind co-operation and necessary action


    Thanking you

    Hotel Durga


    Managing Partners

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