Wednesday, April 22, 2009

What the ?.....

Ok, so a couple posts back I mentioned that I bought another printer to replace my very old one. My old one still worked but no longer would print in color so I felt the need to upgrade. Since I'd had such good luck with this brand name....Hewlett Packard...I decided to buy the same kind. I went to their site and began searching for a replacement.

Now you know if someone gives you TOO many choices, it takes a lot longer to make up your mind. I searched their site for hours. I read all the specs, I read all the reviews from other buyers (which are very helpful). I checked out the type of ink cartridges that were required and if people complained about the ink usage. I thought I was being very diligent in my search. I finally picked one out. My scanner had quit working a year ago so I was in need of another one of those also. I thought it would be a good idea to buy the printer that also scans....and it copies and it faxes too. The fact that I got it at almost half price was a good selling point too.

I couldn't get it hooked up immediately upon arrival because my eyesight was impaired due to a visit to my eye doctor. I had to wait for a few days until I had the patience and time to devote to this endeavor. When the time came, I unhooked my old printer, deleted the software and began my adventure. All was going well until I tried to scan. Everything came to a screeching halt. The printer promptly folded its arms, clamped its jaw tightly and flatly refused to scan. It was nice enough to tell me why....in its own language of course. So I had to go to their site and find the online manual since no manual was shipped with the printer....and look up the reason in the FAQ section relating to scanning. It suggested a couple things to do and then stated if those failed I must contact customer support. I tried, I failed....so I called customer support.....thank God for toll free 800 numbers. I was connected to a support person within a minute and my prayers for someone without an accent were quickly squelched as soon as he opened his mouth. But he wasn't TOO bad and I figured I could possibly work with him. I don't know if I was calling India but my support person certainly was of that origin.

He was very nice and very knowledgeable. He had the patience of a SAINT as he tried different things to get this printer to scan, which it stubbornly refused to do. I granted him remote access to my machine and watched as he did various things.....deleted the program for the printer and reinstalled it....twice. This man worked very hard but ultimately he was unable to get the printer to scan because my operating system is Windows 2000 and I guess the scanning feature of the printer is incompatible with that version of Windows. They did not say that in the specs....matter of fact it stated that it WAS compatible with Windows 2000 and that was a selling point for me.

After four hours and 20 minutes on the phone with support and the scanning feature still inoperable, I did thank my support person enthusiastically, but it was time to let it go. He worked very hard but it just wasn't cooperating. I asked to speak with his supervisor and praised him for his patience and his knowledge even though he was not able to conquer the problem. What made me laugh under my breath several.....no MANY times during this call was that he kept saying to me...."relax, breathe deeply, do not get stressed....this is just a machine. I will help you....we will fix this....do not worry". What a wonderful way to look at things. So...Nareesh....bless you, wherever you are....for the patience you had and for keeping me from chewing through the phone wires. I hope Hewlett Packard gives this guy a raise......and I also hope Hewlett Packard looks at their marketing department and makes sure they are a bit more accurate when they say something will work with a certain operating system. Yeah....I know....I'm due for a computer upgrade. It'll happen eventually....I'll be forced into it. But for right now I just don't want to fool with it.

My old printer, apparently feeling rejected and indignant, decided to leak black ink onto my living room carpet where I had set the printer by the door so my grandson could take it home to use with his computer since he has no printer at all. Thank goodness my carpeting is several shades of dirt, all swirled together....but the black ink showed up like a neon sign in the desert. My daughter and I worked at it for quite some time, blotting first, then using Rug Doctor to try and get it cleaned up. Almost a whole bottle of the stuff later, the stain is very faint and probably would not be noticed by a stranger....but I can see it. At my age.....and I'm still learning. Never trust an old printer....of course if I hadn't stupidly stood it up on end, it may not have done this. Who knew ink could leak out of those cartridges?......certainly not me. Keep smilin'.

10 comments:

happyone said...

Oh what an ordeal but it's nice to know you had someone nice to try to help you out. I think we all have had a go with printers that just won't work. I had one that I threw right out the back door one time! :-)
When it's time for you to get a new computer try an imac - I LOVE mine!!!

boneman said...

my brother let me in on a strange bit of truth.
If you get a simple printer? One that only prints in color (and black, lest it leak onto your rug)...well. To replace the color ink (and black) costs about $40.
While a simple printer that prints in color...about $35 on sale.
Sometimes cheaper.

Weird, huh?

Florida Sue said...

Don't you think some days "If it wasn't for bad luck, I'd have no luck at all?" You just have to laugh with these computer things and do the best you can. I have a three year Compaq/HP old PC in my guest room with a faulty motherboard that has tons of pictures on it that I can't get at. I am waiting for my son to visit so he can take the hard drive out. I am just glad I have my HP laptop which has been a terrific purchase. It's so nice to here that you at least reached a tech support person with some patience that you could actually understand.
You keep smilin' too dear one.

josie2shoes said...

I have had more than one bad experience with new tech equipment too, Val. I love 'em when they work right but get soooo stressed when they won't. It sounds like you were blessed with a wonderful technician who tried his best to help you. That is also a rarity. Hoping you are able to come up with a workable and inexpensive solution soon. Don't you just love how the various versions of Windows makes it necessary for us to replace all the other stuff too?!

Brad said...

Ah sweets - your a better person than I - I would have lost it - especially when the printer peed on the carpet!

forsythia said...

Sometimes don't you just want to scream!

Joy Des Jardins said...

You so appreciate it when you get someone nice and friendly in technical support customer service, don't you Val? We all know you can have a much different experience that can make it a pure hell. It's frustrating enough dealing with these problems from a 'novice' point of view, but Nareesh was wonderful. Sorry about your carpet. We all make those silly mistakes that we want to kick ourselves for later. Sounds like you did a pretty good job on the stain. Hugs, Joy

Boxer said...

I won't tell you about the time I waited for 45 minutes on a help line for help with my printer problems only to discover... I hadn't plugged it in. Doi.

ordinaryjanet said...

that's why I won't get an all-in-one...too many things can go wrong. I'd rather put up with a bunch of machines cluttering my desk. That's also why I never got one of those TVs with built-in VHS or DVD player.

Debbie said...

I was shocked when you said "four hours"! Nareesh is a Saint for sure and had he been American, don't you bet the call would have been over in 15 minutes? Not cutting us down, but we just don't have that much patience! Compared to what computers have to do, printers have it easy LOL. Why are they always so difficult!