Dear Administrative team.
Thank you so much for helping me replace my all in one printer every other year for the past ten or so years. I know that the printers come with a warranty, but it is very convenient how this warranty expires just before the printer does. Last year, when I purchased yet another all in one printer, I also purchased a two -year warranty. I completed my purchase over the phone, and registered the printer via internet. The printer did not work. I called customer support and they walked me through the uninstall/install process (that I had already completed) another time. It was ascertained that my printer was faulty. Thank you for sending me a replacement printer.
A couple of weeks ago, the printer stopped working. I made contact with technical support, and they informed me that HP no longer supports my all in one printer. I explained that I had a two-year warranty.
Your employee gave me several things that he needs: all of which were on the internet registration form. All of which should be in your customer data base. All of which is conveniently missing. I now have the lovely duty of going through a stack of papers that need to be filed, to try to locate these documents.
I am perplexed. Why do we register our products on line if you do not keep our information in your database? Why do you sell two-year warranties for products you do not intend to support? You seem to have no trouble filling my in-box on a monthly basis for product sales events. You have a reward system that I also receive numerous notifications, so I know you know who I am, and what type of printer(s) I own. It appears you are in the business of selling your products, not in the business of supporting the products through good customer service.
As I look for my hard copy of the information that was previously transmitted wirelessly, I am without a printer. Depending on the outcome of this adventure, I may, in the future purchase a product from a different company who keeps a more up-to-date, complete customer database.
Thank you for letting me express my frustration,
Until next time,