So last summer we bought an all-in-one printer/scanner/fax, the HP LaserJet 3390. It worked fine for months, but for some reason decided to stop scanning while I was out of town. There’s nothing wrong with it mechanically — it still faxes just fine using the same apparatus — but when I ask it to scan, it lies about there being no paper in the document feeder, and pretends not to remember that it can just scan the glass anyway.

So I try their email support first, because frequent interruptions don’t really matter with that. I get a reply a couple of days later with some things to try. None of them make any difference. I email back to tell them this. No response to that. A few days later, I email again. Still no response. So I call for support by phone.

I’ve had this thing less than nine months (even now, let alone when the problem first started three weeks ago), but they tell me it’s already “out of warranty” and that if I want support by phone (or by live online chat, as it turns out), I have to pay for it. I feel like I’m being fleeced. So I said I’d just wait for the email response. Still waiting.

Shoulda gone with a different brand. I believe I’ll avoid HP in the future.

8 thoughts on “Not so much “tech” as “moral” support. Presumably.

  1. i’ve had no problems with hp in the past, myself. that said, i’ve never had to deal with customer service and, um, right now my current printer is, i think, a canon. so… yah.

    personally, i’m just wary of all-in-one devices like printer/scanner/fax machines in general. i’ve always been under the impression that they’re prone to falter in some fashion and, because it’s an all-in-one, taking down the other functionalities with them.

    • Yeah, I remember ages ago when I had a Mac Performa, the monitor was the first thing to break, and I had to just replace the whole thing. I hobbled along with it broken for a long time first, though.

      Come to think of it, I probably got some extra warranty thingamabob from Office Depot when I bought the thing. Time to dig that up.

  2. Sounds like it took a power surge or something.

    By the way, when we get a chance, I need to chat about the next comic page – work just turned insane, but I have my page mostly drawn, just not scanned and stuff. I’d like to tell you what I’m doing so you can work on yours and not be stuck waiting for me.

    • I’m all ears about the comic jam page. I’m dbrycegh an various IM services, or you can reach me at my email (the first part of which is something unsurprising that starts with B).

  3. I don’t know, my mom had an HP scanner/fax/printer thing for 7 years before it stopped wanting to print and copy (but it still scanned).

    I’m simply under the impression that things are made like crap nowadays. My mom goes through a new TV every two years (whilst the 1984 model in the basement is still doing excellently). Her 1987 stove works great, whilst the 2006 model in our apartment had an element fizzle out after 6 months (God forbid, I actually *USE* the thing!). >XP