The Printer-Scanner-Fax-Copier is Sick

October 20, 2008

Five hours — I spent five hours on the phone today talking to a series of people in India about the HP all-in-one that I purchased on July 21st.  Yesterday I stopped by the office and did an hour’s worth of work while Chase was being de-mudded.  (His three hours of racing around at the Corgi Club picnic imbedded the mud in his white underside coat).  I used the all-in-one then, and it was just fine.  When I came in this morning, it was absolutely dead notwithstanding the surge protector.  There was no power to it at all.  I unplugged at the socket, unplugged at the back of the machine.  Nope — dead!  My last one died the same way, but it was three years old.

Now the initial miracle is that I beat the 90-day full repair/replacement deadline by one day.  Since I am always on the other side day of any warranty deadline, this was amazing.  I am not saying this process was easy.  I called HP back four times, each time I went through a lengthy automated system, gave them a magic case number, got to technical support, spoke with case agent, then technician, then senior technician.  Finally, after explaining that I could not fax or scan/email them the receipt (hmmm, why would that be?), they rolled over and accepted my word that I purchased the beast on July 21st and it was, indeed, under warranty.

A senior technician decided the power cord adapter was dead.  Since the adaptor’s light was not on, and it was cool to the touch, and the all-in-one had nary a light in sight, I’d say that was a good call.  So, they are sending me a new power cord adapter.  It would be here on October 29th to which I said “no way”, I can’t print letters and pleadings, receive faxes, make copies, or scan my SkyWatch Friday photos.  So, the technicial said, “well, we can overnight it and you’ll have it Thursday.”  I pulled out my FedEx account number and a credit card, ready to pay for this expedited service anyway they wanted it.  The technician told me I did not have to pay for the expedited shipping.  I’m pretty confused.  Why don’t they just send stuff overnight to overwrought customers?  That would be the sensible thing to do.

I may have a sufficient backlog of already scanned photos to post for Wordless Wednesday and SkyWatch Friday while I wait for the adapter, hoping all the while that the senior technician properly diagnosed the problem.

  1. They don’t overnight the parts for the same reason the insurance company denies your claim the first time you submit it even though they know full well it’s covered — they’re hoping you’ll just accept it and move on and then they don’t have to spend the money! 😉

    Glad to hear you got in under the warranty expiration for once …

  2. Jean from NM says:

    Oh, dear. I hope the power cord adapter arrives on time. If it doesn’t, though, I have hot air balloon pictures you could post. Or dog photos (not Cardi, but handsome nonetheless). Or Colorado photos . . .

  3. Tony says:

    Demudded doesn’t sound like much fun. Your Corgis are so beautiful.Thanks for signing my guestbook
    Greetings from Tasmania 🙂