My HP printer broke down and is covered by HP's factory warranty. So, on Sunday, March 29, I called HP Customer Service as per procedure. After wrangling my way through their voice operated answering system, a pleasant customer representative took the call. Under his guidance I had tried a number of things to get the printer working, but did not succeed.
He called a "Supervisor" to the phone. This new help first informed me in a commanding way that he hears several voices in the background on my end and that must stop. Then, the good man surprised me by saying that for the last 15 minutes he has been telling me HP will send a replacement printer.
Suddenly the connection died. Well, that can happen considering that the Customer Service is located many time zones away in India, if I understood them correctly.
On Monday, March 30, I called HP again. The service representative transferred me to a charming lady "Supervisor". After going through just about everything I have discussed with two of their people, she assured me that on April 1 a new printer will be delivered by UPS or FEDEX.
With some trepidation I stayed home on April 1, waiting for the printer to be delivered, either by UPS or FEDEX.
April 1 came and went but no printer was delivered. I don't really think it was an April Fool's joke but it felt like one.
On April 5, I went through the taxing process of calling HP customer service again.
After another wasted 40 minutes, I was told that I should have called UPS and arrange a delivery date for the printer. Yet, I was told before that the printer will be delivered without mentioning that I have to contact UPS.
I called UPS, the connection was weak, as I was told that the UPS
customer centre is located somewhere in Asia. However, the charming lady at UPS told me that they have no information whatsoever on the printer and an investigation must be initiated.
She told me that I have to call HP and tell them because UPS have no record of the printer or the delivery order.
By this time I was tired of the hours spent on this matter. Still I called HP.
Now comes the good part: While finding my way through HP's voice mail system to tell them that UPS have no record of the printer, Lo behold, I see a UPS truck in the driveway delivering the printer. The same printer that according to information received from UPS, only ten minutes ago, is not even shown on their records.
The printer, still packaged, is here now. However, as of now I have not tried to open it. Who knows what's in it.
What can I say? Good job HP? Good show UPS?