HP Deskjet 6980 Inkjet Printer

Horrible support

By maj5034  Dec 18, 2007

Pros: Eventually got it working

Cons: It took weeks and incredible frustration to get any help

It's hard to rate this as once I got a functioning printer, it works fine. I like the automatic duplexing and the fact that you can do economical printing and use only the black print cartridge. It's only fault is that it is pretty slow. But ...getting support from HP was an enormously frustrating and demoralizing experience. I won't be buying anything from them until they fix their support system. I don't want to go into details but it took 5 weeks to get a printer that worked properly. Advice if you still buy from them and need support: use phone (not Email)support and be persistent and demand to go to the higher level support right away if the initial help doesn't work. The higher level support people need to call you, but keep calling back to the lower level support if the higher level support people don't call back.(It took 4 times for me to get to a higher support person--but once I did I got a functioning replacement printer in two days)The initial problem was it gave a out of paper error message inappropriately (This problem happened the first time I used it). I used Email support. They gave me ideas to try to fix it, and I followed all their directions and it still didn't work. They sent me a new part and it still didn't work.I demanded my money back and they said they don't do that. They promised a support person would call me on a certain day (but they didn't) I had to call three more times to get hold of someone who would fix the problem. The killer was that during the process of dealing with this support, they sent me a coupon to print out on my non-functioning printer. I contacted Read more Less