Hewlett Packard
Warranty Miss-information - blocking escalation

I purchased an HP 8500 printer in August 2011 and was advised to register the product in order to qualify for a 3 year warranty. The product was registered when the printer driver was loaded. This was confirmed in November 2011 when the print head was replaced.

The print head needs to be replaced again. When I raised the 3 year warranty with the repair centre I was referred to the Consumer Line.

The consultant informed me that I should have registered the product twice and that he could not assist me further as he had followed procedure. A formal request to escalate me to his superior was blankly refused stating that the managers or directors do not resolve complaints - only him.

To summarise:
1. I was not informed when purchasing that I needed to register the product TWICE on two different web-sites.
2. The "consultant" refused to allow me to escalate my complaint. Clearly he was unwilling to assist me as he had "followed a procedure" of which I was not informed.
3. I have used 6 different HP printers over the past /- 20 years without a single complaint or adverse incident.
4. I was not informed that the print head needs to be replaced after 10000 copies (ave 19 per day)

Company: Hewlett Packard
Country: South Africa
City: Gauteng

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