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Bought an HP 7602 Smart Tank printer on January 14, 2025. It worked fine for about 6 weeks and then the front panel display indicated that it had a printhead problem (See attached photo). After 2 video calls from HP's technical support, they sent some new printheads, which I installed. Another video call proved to HP tech support that the new printheads did not help, and my printer has a serious problem and needs to be replaced under warranty. So HP customer service verified that my printer has a problem, that it is under warranty, and they finally said they would replace my defective printer. They then asked for purchase receipt and serial number, which I provided and they verified. They promised to send a prepaid shipping label via email within 48 hours. I've made 3 calls just on the shipping label issue alone, each with the 48-hour promise to email a shipping label, but I still haven't received it. The applicable Customer Service Order (CSO) is #BXBT8499-01. The latest case number (as of 4/23/2025) is 5141171582.
Here are some earlier Case Numbers from other phone calls (some are not listed because I had already deleted them because I believed the issue was being resolved):
5139326322 Date Created: Mon, Mar 03, 2025 01:22 PM
5140212339 Date Created: Tue, Mar 18, 2025 07:01 PM
5140614638 Date Created: Wed, Mar 26, 2025 11:42 AM
5141171582 Date Created: Mon, Apr 07, 2025 10:10 AM
5141172684 Date Created: Mon, Apr 07, 2025 10:25 AM
Service Order Number:
BXBT8499-01 Date Created: Fri, Mar 28, 2025 03:03 PM
I phoned again on Wednesday, April 23, 2025 and talked with "Max." Everything was the same scenario -- Max verified my email address and promised that I would receive an email with the shipping label "in the next 24 to 48 hours." It has been over 48 hours now, and still no shipping label. I have checked my email client's "Junk" folder, and no email from HP has been received. I did get an email from HP asking me to take a 2-minute Support Survey!
Claimed loss: I need to have this complete printer replaced.
Desired outcome: HP emails me a pre-paid shipping label to return defective printer. Then they need to send me a new 7602 printer. Alternatively, they can refund me the full amount paid and I can get a better brand of printer w/better service.
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