16-10-2008
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 | The Ultimate... A MasterPiece... | | Join Date: Apr 2008 Location: India, Mumbaikar
Posts: 371
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Read this, that describes HPs tendency to handle the issues and providing services to their customers - Quote:
This problem is perhaps much larger than you might have imagined. We have tried to work with Hewlett Packard for over two years on the duplex printing problems. In the process, we have expended over 100 hours of effort in troubleshooting the problem which has included updating software, reinstalling software, developing test documents, escalating issues, submitting technical findings, and in purchasing replacements. Unfortunately, our efforts to interact with Hewlett Packard excalated support have resulted in an aire of apathy, disinterest, incompetence, frustration, redundancy, occasional discourtesy, and an outright lack of professional decorum - something inconceivable of a large, reputable company.
We have identified several problems with duplex printing. The duplex printing problems include irregular margin increases (.25 to .50 inch), margin shifts, cut-off text, compressed text, and compressed graphics. Please note that most of these problems are only evident when printing documents from computer applications to the printer. If the user simply uses the front printer panel to copy in duplex mode, these problems are not always evident. This suggests that the printer mechanics are capable of properly duplexing and that the problem lies in the drivers.
The problem is evident on the HP OfficeJet Pro L7780, Photosmart L7180, Photosmart C6150, Photosmart 3310, and likely on many, many other HP models. The problem is evident on many computers (HP, IBM, Toshiba, and Dell), is evident in multiple applications (Word, Wordperfect, Excel, Peachtree, Notepad, and many more), and is evident on multiple operating systems (Windows XP Home, Windows XP Professional, Windows XP Media Center Edition, and Microsoft Vista).
We consider ourselves to be extremely polite, patient individuals, but have nearly been driven to outrage by the indignant disregard offered us by HP's escalation support department; a department which should represent the cream-of-the-crop in both service and technical expertise. Given the ease with which the problem can be duplicated, we expected an extremely quick resolution by HP who, to our knowledge, has never even made the effort to duplicate the problem in-house on our behalf.
Ironically, HP highly advertises their J.D. Powers rated technical support, yet it appears that they actually have extremely poor published consumer rankings in some of today's mainstream computer magazines. HP technical support makes no apologies for the fact the user cannot use a major feature of their printers, offers no indication that the problem is even being addressed, and off-loads the responsibility by suggesting that we contact Microsoft (who is to blame for this issue).
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