[Resolved]  Hewlett Packard (HP) — New HP Laser Printer Non-Functional

We bought a brand new HP 5200N Laser Printer from one of the Authorized Distributors in Kolkata on 19th July 2008 and to our surprise the Printer is not working since the time of installation at our office. We contacted the concerned person and they informed that the printer needs to be replaced as the output is not at all satistactory. We are trying hard to get it replaced from HP but till date nothing has been done from the company. We have submitted the written complaints to the local office here in kolkata but no one is ready to provide us the proper support for the same which we expected from a company like HP.

We are stuck with a dead printer and our productivity is at loss because of this mess, we have to bully our distributor and the authorized person on a daily basis, but no concrete solutions is provided so far, When we talk to distributor, they say they have taken up the case and it will be replaced soon. And the same is being told by the HP Support as well.

Its already been more than two (2 Months) and still waiting for a day when this case will be resolved.

Here is the details of the product purchased and the case id.

Model : HP 5200N Laser Printer

Serial No. : CNFXC28986

Purchase Date :[protected]

Distributor : Alco Infotech (P) Ltd.
5, Princep Street,
Kolkata - 700 072
West Bengal (India)

Contact Person : Mr. Manjesh Sharma

Phone :[protected]
Mobile :[protected]

Authorized Service Centre :

Trishita Corporation
408-Lords, 7/1
Lord Sinha Road
Kolkatta-700071
Phone : 2823620/0166/0148
Fax : 2823212

Contact Person : Mr. Pabitra

HP Customer Care :

Kolata : Mr. Nirman Saha

Complaint History (HP)

1. Case No. : [protected] Dated[protected]
2. Case No. : [protected] Dated[protected]
3. Case No. : [protected] Dated[protected]

Correspondence Details (Mail) by email.

HpCustomercare : india.customer.[protected]@hp.com

Dear Sir / Madam

We, Exim Multimedia (India) Pvt. Ltd., situated at 51, Paddapukur Road, Bhowanipore, Kolkata - 700 020. have purchased a HP Printer, Model No. 5200n, Serial No. CNFXC28986, dated :[protected].



The Printer installation and printer setting (density, ink, rate label etc.) status were both found OK. Inspite of this the printing quality is very very poor, less than 100 DPI and as like Xerox copy (any Xerox copy is much better). The output received is grey in colour and not proper black.



A complain was made to HP Customercare - Kolkata against the Printer 5200n, case no. [protected] and they suggested to replace the Tonner Cartidge (16A). The replacement of cartridge was of no use as printing quality remained unchanged.



A 2nd complain was made to HP case no. [protected]. and this time they transferred the case to trisita. Mr. Kingshuk of Trisita checked the printer but could not solve the problem. He then suggested to replace the Printer Scanner.



Third complain was lodged with HP, case no. [protected]. and Mr. Prabitra came from Trishita and replaced the Printer Scanner, but the problem persisted. He made suggestion to replace the pRinter. His service report details are as below :



THE LASER & SCANNER IS REPLACED BUT PROBLEM IS NOT SOLVED. THE PRINTER NEEDS TO BE REPLACED OR REPAIRED PROPERLY. tONER CARTRIDGE IS ALSO REPLACED BUT PROBLEM PERSISTS. He collected various testing printout from the printer for sending HP Customercare.



We were awaiting for reply from HP but no reply came either from HP or Trishita. After that we gave call to HP Customercare then Mr. BishnuS came from Trisita and again collected all testing printout from the printer, because all testing papers were missing from HP CUSTOMERCARE (they informed of not receiving any papers).



After waiting for long time we contacted HP Customercare Mr. Piyush Mahewari. He informed they have not received any reply from Trisita hence case is pending. He then suggested to contact Trisita, Mr. Bishnu who is looking after this case.



Mr. Bishnu when contacted informed that they have received a mail from HP Customercare saying the printer is O.K. and suggested that for better quality printout from this printer replace the Original HP Toner Cartridge (16A) and use Refilling Toner Cartridge (collect from local market).



On 10th SEPT we called HP Customercare, and had talk with Mr. Nirman Saha. He informed that the said printer is O.K. after checking all our papers . So they cannot solve our problem.



On the whole we are fed up after purchasing this printer. HP has not lived upto our expectations and is tarnishing its image by not solving our problem. This is not expected from a reputed company like HP. All our HP printers (4 plus, 2300, P1024, 3920, 610C etc.) which were purchased long time back are in excellent working condition.



We needs some special job (A3 paper size) printing solutions from this printer (Heavy Duty, Long Lasting, A3 Paper Size, 1200 DPI, High Speed Printing, High Memory etc.) also available the printer HP Authorised Dealer and suggested to purchase this printer.



But we cannot provide status about this printer model No 5200n to our management. So we hope you will understand our problem and without dillydallying the matter further will immediately replace our printer.



Request you to kindly look the matter and do the needful.



Your immediate action in this matter will be highly appreciated.



Thanks/regards,



Sudarshan Debnath

IT - Head



EXIM MULTIMEDIA (INDIA) PVT. LTD.

51, Paddapukur Road, Bhowanippre,

1st Floor, Kolkata - 700 020.

Tel :[protected]Dir),[protected]/2245, 24768938/8939

Fax :[protected]

E-mail : [protected]@exim-india.com