The Torkel Saga 2059: Hewlett-Packard (HP) Technical Support Fails to Support Printers – Focus on HP OfficeJet 4650

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Hewlett-Packard (HP) Technical Support Fails to Support Printers – Focus on HP OfficeJet 4650 – Product Review by MSG-SuperTeck (2018)

Google Plus Information

2018 HP Climbing Up About Consumer Satisfaction After All-Time Low 2014 – Focus on Printers – Author Keith E Torkelson, MS
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Specs Briefing

Presenting Problem

This review focuses on our latest problematic HP Printer, HP-4650. Basically the Scan Utility (Window) will not fit on our Dell Latitude 2100. Our Dell Latitude has a small 10.1” display. We only have two Screen Resolution Options: 1024x600 and 800x600. We toggled back and forth and more of the Scan Utility fits with the 1024x600. On two separate calls HP Phone Support indicates that this is Dell problem and not theirs. We insist that it is an HP Software issue. For the HP-4650 HP redesigned the Printer Software so that the Windows have bigger characters to make it friendlier for the hard of seeing. A prior install of HP Printer Software on our Dell was that for the HP 6835. As you can see in the photos below the HP 6835 Scan Utility Window fits nicely on our Dell.

Summary Evaluation – Phone Support

[INSERT HP STANDARD SUPPORT EXPERIENCE SUMMARY IMAGES]

Intention – Publish Before Next Call

We wanted to organize our thoughts before we call HP Phone Support again.

HP Declines to Support

We just purchased this HP 4650 this month (January, 2018). So far HP Declines to Support our New Printer. The second of two calls the HP Tech Gal indicated that we needed to call Dell to help us toggle the Screen Resolution. What we would like to do is publish this, call HP, and give them the link so they can review this Case.

Satisfaction Summary

In 2014 our Satisfaction with HP reached an all time low. We scored them on a 0-10 Scale an Average of Zero (0). The HP-4650 right now is at a four (4).

Summarize Last Five Years (Satisfaction)

Frequent Flyer

Since 1982 we have purchased more than nineteen (19) HP Product: Desktops, Printers, and Laptops. We have spent more than $5000.00 on HP Products used for personal and business needs.

[INSERT IMAGES OF CANCELLED CHECKS]

First Payment on HP-8776C (Circa 2000) with Extended and Software

Second and Final Payment on HP-8776C

Sample Photo – HP-8776C

This machine was retired after serving our needs for about ten (10) years. It was retired completely functional. We donated it to a local Goodwill Program that helps disabled people learn repairing Personal Computers.

HP 8776C in Goodwill Donation Bin

TSWB-Total Satisfaction With Bundle

Bundle Definition

We here at MSG-SuperTeck define a bundle as the total experience: Hardware, Software, and Product Support.

Outline

Investment With HP
Images

Special Topics

Alignment

Orientation

Color Cartridge

Serial Numbers

Near Complete List of HP Products we Purchased (3 Tables)

HP Products I Have or Currently Still Own

Satisfaction Assessment Index (SAI)

13_SuperTech_HP_6700_14080802_Review V2018

List of HP Products – Loyal to HP for Over Thirty Years

HP Products I Have or Currently Still Own – Satisfaction Assessment Index (SAI)

Frequent Flyer Table 1 of 3 (Proof of Concept)

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Description	Timeframe	Satisfaction (TSWB)
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HP Calculator (High End)	1982	High (10)
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HP8776C	2000	High (8)
HP DeskJet 5650	2002	Moderate (6)
HP m480n Desktop	2004	Moderate (6)
HP ZT1180 Laptop	2003	High (9)
HP OfficeJet 5600 All-in-One – Home Business Office	2005	High (9)
HP OfficeJet 5600 All-in-One – At Our Family Business	2005	High (9)
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HP OfficeJet 5600 All-in-One - At Our Family Business	2006	High (9)
HP Super Desktop Media Center TV m7350n PC	2007	Moderate (7)
HP g6 Laptop	20110114	Moderate (7) (Separate: g6 shortcomings)
HP dv1000 Laptop	2013	Second Hand – High (10)
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Total Devices = 11		SUM = 90 AVG = 8.2 PERCENT = 81.8
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Table – Evidence that we here at MSG-SuperTeck have established a frequent flyer relationship with HP – Quick Satisfaction Grades: Last Reviewed: 20180128-SUN: Hardware – Software – Service Window: 1982-2013

Frequent Flyer Table 2 of 3 (Proof)

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Description	Timeframe	Satisfaction (TSWB)
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HP OfficeJet 6700.01 Home Machine	20140216	Low [Lemon] (0) 20140809 6800.01 Swapped
HP OfficeJet 6700.02	2014	Failed due to feed issues (0) Abandon 6700 Line
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Total Devices = 2		SUM = 0 AVG = 0.0 PERCENT = 00
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Frequent Flyer Table 3 of 3 (Proof)

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Description	Timeframe	Satisfaction (TSWB)
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HP AC163 Laptop	201511	High (9)
HP OfficeJet 6815 Home Machine	2015	Poor for 6815 (2) > Swap for HP 6835 DOP @ Microcenter 20150829-TH
HP OfficeJet Pro 6835 Office Machine	2016	6835 has serious glitches (4)
HP OfficeJet 6830 Office Machine	2015	Fails on the second set of cartridges “Print Head Error” (0) DOP @ Microcenter 20150831-M
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HP Envy 4520	20170901	DOP 20170901 – Testing (6) 2 Year Replacement
HP OfficeJet 4650	2018	DOP 20180105-F (4) 3 Year Replacement
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Total Devices = 6		SUM = 25 AVG = 4.2 PERCENT = 42
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[INSERT IMAGES IN SCOPE OF THIS PRINTER]

MSG's Avatar on This One

We had high hopes this printer would be user friendly

Dell Latitude 2100 Desktop

HP OfficeJet 6800 Series Scan Window Fits

HP 4650 Scan Window Does Not Fit

The Scan Button is Off The Screen on the Lower Right Side (Or Bottom Right)

Special Topics

Landscape

We ask you which is the best landscape orientation? Punch holes at the top or punch hole at the bottom. In general it is usual and customary to have the punch holes at the top. By default the HP 4650 places the punch hole side at the bottom. We still have yet to discover how to flip this printer default landscape orientation in Word, Excel, Adobe PDF or Corel PDF.

Alignment

Alignment is best only requested when swapping a cartridge. If the printer wishes you to align it, the printer will block printing with an annoying pop-up. At lease there is an option that if you have an alignment page on hand it will let you skip to the second or scan step. Make note that the process will reject an alignment page created on pre-punched paper.

Color Cartridge

FYI – “The HP OfficeJet 4650 is an all-in-one inkjet printer with scan and copy functions, an automatic document feeder and built-in faxing. It works with Windows and Mac OS. The multi-color ink cartridge must be replaced when a single color runs out.”

Serial Numbers

HP Product serial numbers are located on the unit itself and the original box. The one on the box for this unit is Ten Characters Log whereas the one on the box is longer. When we gave HP Phone Support the one from the box the Tech stated: The machine is not in my database.