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Jaco Ebersohn Complaint - HP - Officejet Pro 8500A - Product Complaint - HP - Officejet Pro 8500A Printer
Jaco Ebersohn Complaint

Jaco Ebersohn Complaint

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HP - Officejet Pro 8500A - Product Complaint - HP - Officejet Pro 8500A Printer


Bought 3 x HP Officejet Pro 8500A (A910a) printers.

On Monday, 7 October 2013, I suddenly started experiencing a problem with one of the 8500A printers (CN171CM581) I personally use. I kept on getting a message from the printer instructing me to clear a paper jam. There was no paper jam. Obviously, it was a false paper jam message. I took the printer to the local agents. They informed me that they must send the printer to HP to have a look. The other two printers were still working fine. I took another HP Officejet 8500A (CN171CM54Z) and started using it while my first HP printer was in for repairs.

On Wednesday, 9 October 2013, I receive a call from the local agents informing me that the printer was no more under guarantee. The local agents further informed me that they receive a quotation from HP that it would cost around R2900.00 to repair the printer. I nearly blow my top!!!. How could it cost R1100.00 more to repair the printer than it originally cost!!!.

On Thursday morning, 17 October 2013, the second HP Officejet Pro 8500A (CN171CM54Z) printer I was now using, suddenly gave the exact same message and refused to work any further. That is when I personally started to make calls to find out what was going on. I went onto the net and started looking around to see if other people also have the same problem.

O Boy! What a surprise, the net is full of complaints and yes I got my answer. Suddenly the remark made by the lady I spoke to during my first call to Ensure Service (HP appointed service agents - Gauteng) made a lot of sense. She said that this was a common problem with this printer but refuse to speak any further except that I must get into my car and bring the printer in for repairs.

It also became clear that something must have broken. I realise that I am the only person in the office that started using the 2-side printing feature on the printer. I only started using this feature about 3 weeks ago. Obviously that must be part of the problem %u2013 this printer do have this feature but due to a factory flaw this printer can%u2019t handle this feature and that is why the part (plastic gear) is breaking. Because nobody else in the office is using the 2-sided printing option the last printer is still going strong!! I instructed them not to even try using this special feature.

My question is what now?? Clearly this is a flaw of the printer or the flaw plastic gear. Why must we, the customer now be penalised for a bad product when the 2-sided printing option is clearly marked as a main feature of this printer. How are we going to solve this matter? HP cannot expect their customers to pay for the repairs of a product that was clearly flawed from day one and cannot handle a feature that is used as a selling point for this specific printer.

HP refuse to assist.


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