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Update HP Envy 120

Update 2/19/2013: It seems like it took a bit to get here, but I posted a message on HP for Home – US facebook on Friday the 15th. Shortly after Silvia HP asked me to message them with the issue I was having. I sent them a message on facebook explaining the issue I was having, they let me know they were going to elevate the issue for me and HP would contact me, but since it was the weekend and a holiday was Monday, it wouldn’t be until Tuesday. They asked for the model/serial number and a contact number. Today is Tuesday and Silvia messaged me letting me know that they have escalated it and a case manager would be contacting me about the issue. They let me know if I had not heard from HP by the end of tomorrow to let them know. About an hour or so after I got the message a call came in from HP. I spoke with John who was super sweet and very understanding. A replacement product was ordered to be here tomorrow and a two year warranty was put on the product in case there is any other issues. This is the kind of support I like, this post could have been avoided if the Customer Support people I first spoke with would have put me in touch with someone in the tech area, instead of telling me why they couldn’t help me. John was very helpful, and I appreciate him contacting me to resolve this issue! I do understand things happen, I just want someone on the other end telling me how they can help me not why they cannot help me. Thank you John from HP for the great support you gave me today.

Update: I have done the firmware update that HP Customer Service keeps saying needs done, and the light on the scanner still will not come on. As of right now HP is not returning my emails. Poor customer service will keep me away from their products no matter how awesome they are.

A few weeks ago I was all giddy over winning the HP Envy 120! Some may think since I won this printer and got it for “free” I have no reason to bitch or complain at the fact that I am now after two weeks having issues with the product. Truth be told although it didn’t cost me no money out of pocket, it did cost me my time. I was entering several daily in hopes to win, because I was wanting a new printer. I had HP before, and well the Kodak printer I had was costing to much in ink.

So when the printer arrived I set it all up and checked it all out. One thing I loved the most was the apps, loved being able to print different things for our daughter, and it was very easy to use. I loved the feature on the scanner where I could scan a document to my email, and not have to use a card reader or the computer. This made it so much easier.

Fast forward to yesterday, two weeks after receiving the printer in the mail. I needed to scan a document and when I did I got this…

HP ENVY 120 Scanner broke

I was confused so I rescanned it, I got the same pretty image as the above, I decided to copy it, yet again the same image as above. Mind you the printer is still working no issues there… However, the light that once came on when the scanner scanned is not coming on!

So I contacted the blogger I won from, I knew she really couldn’t do much to help me, but I wanted to know if there was a trick or what not, she told me to contact customer service, which is what I knew I would have to do anyways. I thanked her and went on to contact customer service. This is when the problem gets worse. I understand products like this is mass produced, and I understand sometimes they can have a defective part, however, I don’t understand why companies such as HP don’t have better customer service. If a company has awesome customer service it would make the issue at hand a lot easier to handle… Someone that is sweet lets you know that they will do everything they can to help you with the issue… However, this is not what I am currently getting… I am getting excuses…

Call to Customer Service: I get a guy who I can hardly understand… He gets my name phone number asks what he can help me with, I tell him the issue, at this time I don’t have the product registered, so he cannot bring up my information. He asks what operating system I am using, and when I tell him I get “We don’t support that operating system.” as he continues to talk I cut him off letting him know this has nothing to do with the operating system, I can shut the computer off and I would still be having issues with the scanner light.

After him giving me all the excuses on why he cannot help me and not one with how he can help me. I told him how I really felt and I hung up the phone, at this time I was in a not so good mood. When I call customer service and I try to explain the issue to them, and all I get is excuses this is going to piss me off. This is your product it is broke you tell me the steps needed to get it fixed.

I decided to try email support at least with email maybe I can understand them and find someone that knows what they’re doing. I had to register the product so it was in the system, I then email support, and from here it gets ugly.

I tell them my issues, when I try to scan or copy the light isn’t coming on. They then want to know what operating system I am using, and how I am connecting the printer to the computer. Again, I am not sure why they need to know this, it has nothing to do with the computer/printer and everything to do with the scanner.

So I tell them the operating system Ubuntu, (I got sick of all the viruses I was getting from Windows) and I was connecting wireless, again I expressed to them I didn’t see how this was important. They then respond with…

Hello Jammie,

Thank you for contacting HP Total Care.

Jammie, I would like to inform you that we do not support this operating system.

If you need further assistance, please reply to this message and we will be happy to assist you further.

For information on keeping your HP and Compaq products up and running, please visit our website at:
http://www.hp.com/go/totalcare

Sincerely,

Alex,
HP Total Care

I am not asking them to support my OS, I am asking them to support there damn product. So I emailed this person back and informed them that it has nothing to do with the OS, it worked fine when I first got it, using this OS and I could shut the damn computer off, and the scanner/copier would still work. This has everything to do with the light not coming on, on the scanner, which is hardware not software…

Again I get another email back, not telling me what they are going to do to help me, but again making an excuse on why they cannot help me…

Hello Jammie,

Thank you for contacting HP Total Care.

I would request you to please contact the number given below in order to get the assistance in better manner.

Contact number: 1800-474-6836

If you need further assistance, please reply to this message and we will be happy to assist you further.

For information on keeping your HP and Compaq products up and running, please visit our website at:
http://www.hp.com/go/totalcare

Sincerely,

Alex,
HP Total Care

Again I am not seeing nothing in there on how he is going to help me, but keeps repeating… If you need further assistance, please reply to this message and we will be happy to assist you further. I keep replying to the message and yet I am getting NO assistance. If he is so happy to assist me then why isn’t he telling me how he can assist me, instead of giving me the “we don’t support your operating system” excuse.

I explained to him YET AGAIN, I have already called the number and they cannot help me, that they’re giving me the same excuse he is, at this point I am boiling, I am beginning to think this is an auto responder, you know those that find keywords and make something up in response.

So I respond with this…

I have already went that route, and all I get is I cannot help you we
don’t support that operating system… Well guess what this has nothing
to do with the OS and everything to do with the scanner on this product
being a pos…. So basically is what I am being told is HP will not
stand behind their product if you are not running a window/mac base OS…

I will take this issue to social media, since HP is refusing to stand
behind their product. I have had this printer two weeks used the scanner
once, now it don’t work and I am being given a run around. I am not
asking HP to support the OS I use I have NO ISSUE printing from this OS,
no issue what so ever. I am having an issue with the light on THE HP
PRODUCT scanner… and I am being told I cannot receive help because you
don’t support the OS… How about you try to support YOUR product. I
wish HP would hire people that knew what they were doing… it is the
product not the OS.

The scanner on the HP Envy 120 is not lighting up… nothing to do with
the OS I can shut my computer off and the light on the scanner still
will not come on. Please put me in touch with HP tech support for
HARDWARE since this is not software related.

Thanks,
Jammie

At this time I am so upset and pissed because HP Customer Service is doing nothing for me, and basically telling me they can do nothing for me. So here I sit with a $250 all in one printer, that will only print. After waiting I get this in response to the above email, I sent back with…

Hello Jammie,

Thank you for contacting HP Total Care.

I understand how frustrating it can be in a situation like this. I regret that the quality of product and service you received did not meet your expectations. Candid feedback such as yours will help us to improve our product and service offerings. However, we are here to help you in the best possible way. Your satisfaction is important to us. I have forwarded the issue to our concerned department so that this is not repeated.

If you need further assistance, please reply to this message and we will be happy to assist you further.

For information on keeping your HP and Compaq products up and running, please visit our website at:
http://www.hp.com/go/totalcare

Sincerely,

Alex,
HP Total Care

Again, with the “If you need further assistance, please reply to this message and we will be happy to assist you further.” So now it is being sent to the “Concerned Department” my issue still is unresolved, but if I need further assistance I can respond and he will be happy to assist me. I am so pissed at this time, I give up and go to bed.

I wake up this morning thinking maybe I can get someone that knows what they’re talking about… Yet again the same thing, we cannot help you because we don’t support your OS. And the same flippen line… “If you need further assistance, please reply to this message and we will be happy to assist you further.

I just want a tech person for HP that knows what they’re doing so they can tell me how I go about getting the light on the scanner fixed. Is that to much to ask?

I am extremely close to taking this printer outside and smashing it into pieces. Sure the printer works, but the scanner and copier do not! I will hook my kodak back up and continue to use that, I will not use something that doesn’t work 100% and I will not support a company and purchase their supplies when they will not give me the support I need.

Due to the lack of Customer Support I would never recommend anyone to purchase an HP product, which is sad, because at one time I loved HP.

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About Jammie Morey

Jammie is of Native American descent, she has family from the Ojibway/Chippewa tribe in Mount Pleasant, Michigan. She was born and raised in Michigan, where she later moved to Tennessee with her husband and daughter. Jammie and her husband home school their daughter, and enjoy doing many things together as a family. Some of those activities include geocaching, hiking, fishing, playing games together as a family, and just being silly with their daughter. Jammie is Owner of The Neat Things in Life. For more information visit on Google+.

Comments

  1. I have had the same experience with the HP Envy 120 printer and its inability to scan/copy papers. The problem is in the ribbon that goes from the glass lid that scans it to the base of the machine that prints it. The ribbons are folded in half and that causes a error in the connections and that’s why it is scramble. New unbent ribbons are the way to fix it causr taking them out and flattening them is only temporary solution to the problem

    [Reply]

    Jammie Morey Reply:

    This has been a continued issue with this product, we finally purchased a new printer. We had to return this one 2 different time. From what I read it was a hard fix. I did see a few weeks ago where people we just removing the lid and sitting it on the machine.

    [Reply]

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