Ex-HP CSR Says Broke 3000 Series Printers Are Hopeless

Fresh from his non-disclosure agreement expiring, an anonymous tipster writes in some dirt about 3000 series HP printers.

He advises not buying any of them because you could be way screwed if it breaks down. The parts department is beefing with the tech CSRs and is telling the CSRs no spare parts are available, even though the inventory screen shows several are.

If you have a broke HP printer, our tipster advises waiting a month for a “new to you” printer (i.e. refurb), or participating in the “trade in/trade up” program.

More of his letter, inside.

“If your [3000 series] model breaks down, there are NO replacement parts. For some models, it could be 6 months or more before the parts will be available. Some are only back ordered by two months, others by a year or more. One part in particular is not expected until 2008! HP doesn’t want to admit this but it has been a nightmare, especially for the CSRs dealing with irate customers.

As for the irate customers, the Parts Department is specifically refusing to take calls from the CSRs doing tech support because of the fubar over the parts with the 3000 series. So the CSRs heard from their supervisors to simply hand out the number to Parts and have the customers yell specifically at them. Doesn’t help the situation at all and all it really does it just frustrate the customers even more. The CSRs can see that the parts are available on their screens so they know that Parts is just bullshavicking, but a customer doesn’t have access to that information.

One conversation one of my informants had with parts went something like this:
Parts: The reason why the customer didn’t get their part on July 14th is because its backordered
CSR: Then why does it say that you have 12 in stock?
Parts: Oh. Um. Let me get back to you on that.”


Edit Your Comment

  1. etinterrapax says:

    I am adopting the word “bullshavicking.” It supports the theory that the letter “k” is funny.

  2. LintMan says:

    I used to swear by HP products until two of their products made me swear them off permanently.

    First was my expensive ($500) hi-res HP scanner which intermittently would not talk to my PC and which had slight oil and dust inside the glass which worsened greatly over time. Too late to matter for me, I discovered both of these were “known issues” with that scanner.

    More relevantly, the final straw was my experience with my HP Deskjet 2000 printer, an expensive ($500) heavy-duty-rated color inkjet. I bought it maybe 7-9 months before Windows XP was released, but HP refused to support it with a WinXP driver when XP came out, so I was stuck using a reduced-functionality generic printer driver. Then after maybe 2 years of very light usage (at most 10-20 pages/month average) of what was supposed to be a heavy duty printer (rated for 1000+ pages/mo), I got the dreaded false “out of ink” failure…

    HP was able to immediately diagnose it via my 2-line forum query as a broken “bongo pump”. A design flaw in a small plastic part made them frequently break. Apparently this happened so often on those printers that a cottage industry (ie: http://www.fixyourownprinter.com/kits/hp/K44 ) had arisen selling fix-it kits for the problem. So I could pay HP $125 plus round trip shipping to fix it or $70+shipping to fix it myself, and either way then pray that none of the other 3 bongo pumps ever failed. No thanks. I tossed it and vowed not to buy any more HP products.