HP Tim Metcalf doesn't live up to what he commits to palo alto, California

14th of Nov, 2011 by User226834

I purchased a HP Office Jet Pro 8500 wireless printer in 2010. On 1 or more occasions the printer stops communicating with the computer. Once this happens you're asked to call HP's support line, this is the one that puts you through many prompts, then connects you with someone in the Philipines or some other foreign country where they have 'support people' that without good english language skills try to help you with your issue. The process takes from one to two hours, you'll notice that while speaking with them if you ask a question - they are stuck for an answer - as it's not in their manuals. On some of the calls they've told me that it's my microwave - found out later they were lying.
another time they said it was my router - replaced that and then found out, another lie. I've gone thru this process 15-18 times, last month they offered to send me a new printer (actually a re-manufactured one (that has a 2-3 month warranty). It's been in use for the past two weeks without any issues until yesterday - when the same issue came up again. Spent 2 and a half hours yesterday on the tele w/two different people, as during the calls both reps when it seemed impossible for them to fix, put me on hold and after 5 minutes I got a fast busy signal. Even though they had my tele - they never called back. Today I spoke with HP corp office 800 756-0608 option 7, they put me in touch with a case manager who after 30 minutes told me that I had to call the support #, that there was nothing he could do for me. Called again, told the story again, after 20 minutes finally spoke to another case manager who saw on his screen that I had spoken with two people yesterday and said that he'd have someone call back the following day or the day after - no time was given for that call. Frankly I'm frustrated, each one of the calls to the support line last one to two hours and I have called them over 18 times now. I called corporate # 650 8577166 and was transferred to Tim Metcalf, who told me he was in a meeting and committed to calling back in one hour. It's now been 2 and a half hours. My point in writing this, is to let potential customers know to stay away from HP, don't buy their junk, all you'll have are problems and loss of time attempting to get the issues resolved. HP = JUNK

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