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Rip-off at HP Service center in Penang, Malaysia

by tschye / December 12, 2010 10:52 PM PST

Next time you send your printer to HP service center for repair - beware!!
I sent my HP Laserjet 2605dn to the HP service center in Penang for repair as the printer was picking up more papers than required each time I print - causing a lot of paper jams.
I had 3 full color cartridges and 1 nearly empty black cartridge at the time I sent the machine to the center.
When I got the printer back (I personally collected the machine) I found my blue cartridge to be almost empty. I protested of course to the center n I went to the center to lodge a complaint. It seems there is no manager in the center and a lady attended to my case (a Ms Janette -no calling card) - anyway in response to my complaint the technician who repaired my printer (a Mr Chow) showed me a 'status report' which supposedly showed the condition of my cartridges viz. Black 10% yellow 71% blue 11% red 71%. Immediately I knew I was conned -my color cartridges were full and, anyway under normal color usage you do not expect such big differences in usage that's why I had to change all 3 cartridges almost at the same time not too long ago. If HP had the interests of their customers they would have printed this status report upon receipt of the printer instead of showing a cooked -up report when the customer complains. There is this loop-hole in their system which allows hanky panky antics of their staff. It's a shame that a multi-national like HP doesn't look into simple steps to protect their own image allowing their staff room for dishonesty.
I am thinking if this could happen to my printer I don't know what else could happen with other products - the entire trustworthiness of HP service centers is questionable.
I was promised a response from HP either last Friday (Dec 10th) or latest Monday, i.e. today (Dec 13th) - but nothing came from them -hence HP is not to be trusted to keep their words - that's what I have to say so - beware

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NO Rip-off at HP service center
by tschye / December 20, 2010 6:48 PM PST

Further to my message above - the matter has been amicably resolved
HP sent their Technician to rectify - the fault was in the cartridge itself
They weighed the cartridge and it was almost full but the machine showed 11%
They up dated the firmware in the machine but still the machine showed low content in the cartridge
Finally they changed a new cartridge and it showed up ok

I wish to thank HP for solving the problem

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Glad to hear it
by MarkFlax Forum moderator / December 20, 2010 6:56 PM PST

and thanks for reporting back.

Mark

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