Incredible problems to get the new workgroup C8180 All-in-one

I bought a C8180 All-in-one printer to the end of September. When I plugged in and installed the software, everything seemed to function OK (I didn't test printing from the computer at the time), but after a short period of time to print Microsoft Word and Wordpad failed, started working and then failing again every time I reinstalled the software to try to solve the problem. Then began a long series of emails with HP technical support. In the next two weeks I have uninstalled and reinstalled the software 6 or 7 times in several different ways, under the instruction of HP. But he never could get Word and Wordpad works correctly. Finally, once again, under order of HP, he worked with a fake installation of HP Deskjet 990c printer. Then I noticed that it was more possible to digitize documents and slides to the computer, except by using a chip memory such as an intermediate storage. Then I went on vacation after spending about 30-40 hours two weeks previous emailing and calling the HP technical support.

Back from vacation in the third week of October, I took the issue once again with HP support. Yet once, I spent hours and hours writing emails and reinstalling the software but to no avail. HP finally proclaimed this a problem difficult and said that it would increase the level of support. A gentleman named Sylvester who sent someone would phone a day pre-arranged to see more advanced techniques could be applied to the problem. Needless to say that the phone call came not despite my cancelling several meetings to wait in it (I should have better that they had promised to phone back me several times before and has never done).

Finally, I called customer service to the local office of HP. (At least you can get to them without having to listen to the music for half an hour for the price of 5 p / minute.) They said that they would ensure someone would contact me and would monitor the call to ensure that happened. A week later I ' d has received no call, and I went to the local customer service. Has been raised to the top level of management, and finally, after a few reminders more than me, they managed to get a senior technician, called Natheem, in their technical service Cap to call me.

He has been very helpful (and actually phoned me several times), and finally he forced me to go through the complicated process of getting Microsoft in India (via a conference telephone with Cape Town and myself - apparently it would have cost me a lot in telephone charges, but I have not had the Bill) to give advice on how to spend my Windows XP with service pack 2 and my internet explore to IE6. I reinstalled the C8180 software once again. No difference, still the same problems, except that now, Microsoft Word would work with the HP C8180 printer driver.

At this point, Natheem said that it must be a hardware fault and arranged for the device must be replaced.

The new unit arrived last Thursday. I again carefully uninstalled and reinstalled the software, connected to the machine and got the same problems, but once again with Microsoft Word cannot print with the C8180 printer drivers.

I tried to contact Natheem again once in Cape Town this afternoon. After half an hour of expensive music additional I have with a person named Waleed who said that Natheem is on a call but he would get to call. No call came.

So on the forum, I would like advice on what to do with a new HP C8180 All-in-One printer which:

  1. not print Word documents (except by using a printer deskjet 990c driver)
  2. used to scanning documents or transparent to the computer
  3. will not print photos from the computer using HP photosmart essential, or other photo editing software

I'm also rather fed up of the assistance provided by HP. When you get through them they always try to help, but pass through, especially for someone who knows your case is more frustrating (and costs). In an attempt to get the thing, I also had to downgrade my computer Windows XP service pack 2 OS and my internet explore to IE6. I spent probably 50-60 + hours of the last two months, trying to get the thing work.

Any advice on what to do next would be welcome.

BobA

Hi David,

Well, my story has a happy ending. I stopped trying to untangle the printer after a whole month of working hours, including a lot of phone calls to the SA and responidng to dozens of emails. But then I bought my wife a laptop Toshiba for Christmas - and it worked perfectly first time. In any case, my computer was in a bit of a mess especially when the messing around I had done on this to HP support, so I decided to reload my operating system (after reformatting hard disk), I just finished. And guess what the C8180 works perfectly (at least until now anyway)! I just updated my OS to SP2 (according to HP support the C8180 has problems with SP3), and I kept my Internet Explorer version 6 (higher versions - 7 I think - again can cause problems according to HP support). I somehow use Firefox. But now its work, its quite an impressive machine.

I want to say individual personnel in support of HP thin is always very friendly and helpful. It's just a phone, it costs and often listen to music for a long time, its very difficult to get hold of the same person again, if you spend hours to repeat the details of your problem, and despite vehement promises they call you rarely back - probably because they are too busy. His support system which is very poor, not the support staff.

In any case you have a different problem. If your printer does not work on computers with different operating systems. I would say that you have good arguments to either get a new printer or your money under the guarantee.

Good luck

BobA

Tags: HP Printers

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