About a year and a half ago I purchased a HP printer for about $500. A few months ago the stupid printer stopped printing the black ink. I tried everything and spent time with their customer support trying to fix the printer.

So I decided to write the CEO a letter about my problem (a technique I learned from my mother). If my mother has any problems with any company she writes the CEO and always ends up getting her way. My mother is quick to write a letter if anyone upsets her!

About two weeks later, I was happy when HP called and said they were overnight-ing me a brand new printer. I know my printer is out of warrantee, so that was really cool.

Interestingly enough I recently saw the same printer at Brandsmart for $285 after I spent $500.

But the lesson here is write the CEO and he’ll fix your problem (hopefully)!

I also figure I will never purchase Protection Plans for items I purchase. If it breaks and they won’t replace it, I’ll just write the CEO and complain. From my mother’s experience, they always end up helping.

Oh yea, I did go off on the CEO about the printer ink! Read letter below to see my complaint!

——————————————————————

P. Birmingham
XXXX XXXXX XXX
XXXXXXXX, XX XXXX
XXX-XXX-XXX
XXX-XXX-XXX

XXXX@yahoo.com

January 6, 2009

Mark V. Hurd
Chairman of the Board, President, Chief Executive Officer
3000 Hanover Street
Palo Alto, CA 94304

Dear Mr. Hurd:

I’m writing to request your help in resolving an issue I currently have with one of your products. I purchased a HP Officejet Pro L7680 (S/N XXXXXXXX) All-in-One Printer several months ago. I rarely used the printer when a few weeks ago the black ink stopped printing.

The first thing I did was to purchase new black ink cartridges and it didn’t fix the problem. I have tried everything to fix this problem and have spent hours with your online customer support trying to fix this problem with no success.

Additionally, while trying to fix this problem, I realized that the printer after a while would tell me that the black ink is low and needs replacement when it’s full. That is definitely a problem. As you are aware the printer cartridges are expensive and once the printer recognizes that it’s empty, it’s impossible to get the printer to print.

I’ve always purchased HP printers over the years and I’m extremely disappointed that after buying a printer for about $500 it malfunctions after little use. I have old HP printers that are still working.

I am requesting a full refund my money or a replacement of my printer along with a new back ink-cartridge. If you have any questions or need additional information, you may contact me per my information stated above.

As a side note: I think it’s highly unethical for HP to allow these printers to completely stop printing if 1 ink cartridge is low. If the yellow cartridge is low the user should be able to print in black or some other color. Additionally, the cartridge should print until it’s completely empty and not stop printing because the printer’s calculation determined the cartridge is low (which most times is incorrect). I’m certain HP consumers are throwing away ink cartridges that have ink in them because of this, causing them to lose a ton of money. With my old printers, when the ink cartridge was low the printer would still print, however, the ink may be faint (which sometimes was ok). This problem needs to be fixed!

Thank you,

______________________
P. Birmingham
Unhappy Customer

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