HP Officejet Pro L7680 All-in-One

1/10 Do Not Buy HP Office Jet Pro L7680 All-In-One

unhappyhpcustomer - 08/27/09

This machine is garbage and HP does not have any answers when things don't work right; they cannot even look up a simple error code on the display - they do not know what it means. Here is dialog between HP's snyder and myself: 8/26/2009 @ 1:00 pm pst Jon Smith : The L7680 is used in a small office for about the past 3 years or so, the following problem is a new problem and I have not been able to find and answer on your site or doing any searches on google or alltheweb.com. Problem: This morning an incoming [An agent will be with you shortly.] [You are now chatting with Snyder .] Snyder : greet Snyder : Welcome to HP Total Care Support for All-in-one Printers. My name is Snyder. Please give me a minute while I review your problem description details. Jon Smith : Hi Jon Smith : did you get the full details of my message? Snyder : Hello Jon Snyder : while reviewing the product details, I came to know that you are using HP Officejet Pro L7680 All-in-one printer. Right? Jon Smith : yes Snyder : Thank you for the confirmation Snyder : I think I did not get your complete message. Snyder : I will try my best to resolve the issue and provide you with the quality service. Jon Smith : Problem: This morning an incoming fax stopped and an error message (I think its an error message) displayed on the screen and the light on the front bottom right of the printer started flashing (light where the sd card and other input devices go). I tried pressing help, menu and no response, then attempted turning off the printer and restarting and it came back on with the same error message and blinking light; I even unplugged the printer and then plugged it back in and turned the printer on and immediately the error and blinking light came on. The message on the display is ?B81AA1A4?. Snyder : Please let me know the operating system you are using? Jon Smith : (Operating system selected as ?other? as the L7680 is primarily used for faxing and making copies; no computer is hooked up to it.) Like I said this is for a small office and we receive many faxes a day so your help will be greatly appreciated to resolve this error asap. Snyder : I will try my best to resolve the issue and provide you with the quality service. Jon Smith : I forgot to mention that above the error # a time symbol is displayed, I think its suppose to be a time symbol as the icon/symbol is a circle with a verticle dash through the top of the circle. Snyder : Jon, what do you see on the printer screen now? Jon Smith : same Jon Smith : time icon with an error # Snyder : Jon, please follow these steps Jon Smith : okay Snyder : 1. please remove the power cable from the printer and wall outlet without turning off the printer 2. press and hold power button for 30 seconds 3. reconnect the power cable to the printer and directly to the wall outlet Jon Smith : okay, please stand by as it will take a minute to do.. Snyder : Sure, I am here Jon Smith : did it, same thing Jon Smith : no change Snyder : ok Snyder : Jon, please take the cartridges out Jon Smith : okay, but leave the print heads in right? Snyder : Please take the printheads out as well Jon Smith : okay, done - no change yet Snyder : please let me know the expiration date on the cartridges and printheads Jon Smith : Magenta 2009/09/16, Cyan 2009/08/01, Yellow 2009/08/12, Black 2010/07/20, Black/Yellow Printhead 2009/02/25, Magenta/Cyan Printhead 2009/02/10. All HP Brand Cartridges & Heads. Snyder : You can see both the printheads are expired Black/Yellow Printhead 2009/02/25, Magenta/Cyan Printhead 2009/02/10 Snyder : and all these cartridges Cyan 2009/08/01, Yellow 2009/08/12 Jon Smith : Okay, however are you sure that this is the cause of that error to come up? I don't want to have to purchase all new ink and heads if they don't need to be changed. Did you access error codes so you can see specifically what that error is calling on? Snyder : please allow me 3 minutes so that I can look into my resources Jon Smith : okay Snyder : Thank you Jon Smith : Thank you for taking the time Snyder : it is my pleasure Snyder : Thank you for staying online. I appreciate your patience. Jon Smith : no problem Jon Smith : i want to get this fixed Snyder : Jon, I have looked into my resources, I also could not get any spcific answer for this. Jon Smith : that's weird Snyder : But if you want, we can perform some reset to remove the error mesage Snyder : However, I have told you the exact problem Snyder : and that is with the expired cartridges and printheads. Snyder : Because we can not use expired cartridges and printheads because it will not work. Jon Smith : okay, just my two cents about the expiration issue - the cartridges have been out of date for some time (like not today) and they have been working. just seems odd to me. How do I reset it? Snyder : Jon, please follow these steps to perform a semifull reset of the printer Snyder : A semi-full reset will do the following: The user settings to the factory defaults, Language and country settings on some models, Fax logs, Fax headers, Fax speed dial information. Reset the All-in-One to the factory default settings by using these instructions: 1. Unplug the power cable from printer when the printer is powered on and wait for 20 seconds. 2. Then, press and hold # and 6 while plugging in the power cord. Continue holding until it displays Semi Full Reset message in the front panel of the All-in-One. Jon Smith : proceed Snyder : Please let me know once we are done Jon Smith : okay, just be a minute. Snyder : Sure Jon Smith : didn't work, came up with same old message Jon Smith : didn't display anything about Reset at all Snyder : Jon, Now we have two ways Jon Smith : does one involve a sledge hammer? haha Snyder : I am not sure this is hardware issue or related to the printheads or cartridges Snyder : But yes, it can be the issue with printheads and cartridges Jon Smith : i thought you were sure Jon Smith : where do we go from here? Snyder : However, if you buy printheads and cartridges that will cost you around like a printer. Snyder : Now I would advise you to go for the upgrade option where you will get new cartridges and Printheads. Snyder : with free shipment and 12 months warranty on it. Snyder : Also in lesser price. Jon Smith : what is the upgrade option?? Snyder : Jon, in upgrade option you get a printer (can be refurbished) with 12 months warranty in lesser price. Jon Smith : i don't know, i haven't been too happy with the quality of this printer particularly all the errors and its hard to feed for faxes. if i do anything i will buy a different fax machine entirely and i have to say may even go with a different brand. Jon Smith : for the money this thing cost us this issue should not come up at all Snyder : I apologize for that. Snyder : Jon, what can I do for you now? Jon Smith : is there any way you can ask the higher ups about the error code, that number was input into the printer it has to come from somewhere and I have a hard time believing there is no record of it anywhere. If they can actually say its the printheads then I can just purchase new print heads with confidence however if its a guess then I may just waste money that i could of used on a new printer/fax machine. Snyder : Yes, I can understand that. Snyder : Jon, what I would suggest you is to go for the new printheads and cartridges. Snyder : I am telling you this after checking my all resources as well as from my supervisor. Jon Smith : but your not sure if it is the printheads, how about this, I will buy new print heads and cartridges directly from you and if they dont work i send them back and you refund me. if i buy them locally at staples i will not be able to return them. Jon Smith : if hp has no record of an error code that gives me zero faith in hp and will make me never want to own another hp printer again due to incompetance. this is a small office, we have 4 smaller hp printers, 6 hp computers and monitors and this just is a slap in the face to a loyal customer. Snyder : Please allow me 2 minutese Snyder : Jon, we have two process to resolve it. Jon Smith : okay Snyder : One I can escalate this case to the case manager and he will give you a call back either on Monday or Tuesday Snyder : or if you want it right now Snyder : then please call HP Voice Support at 1-800-474-6836. Jon Smith : first off: how is voice support going to help? obviously I would need a call from the case manager but this is a business and that's along time to go with a fax machine. I am tempted to just go buy new and take a 12gauge to this thing. Jon Smith : does voice support know more than you do about this? Jon Smith : i don't want the run around Snyder : Jon, when you will call to the HP Voice support and ask for the Case Manager Snyder : They will escalate the case to the case manager. Snyder : Because case managers are available now. Snyder : And you can talk to them directly. Jon Smith : is he going to know what the error code is? if he doesn't have the error code information he/she is useless. Snyder : He is a Case Manager so obviously, he will give you the possible solution. Jon Smith : well then just ask him. i thought that's what you did? this is too much man. Snyder : I can not ask him, you need to call at HP Voice Support. Jon Smith : this aint my first rodeo i can smell the run around a mile away Jon Smith : your so full of it Snyder : As I am in the HP Chat support and I am telling you to call HP Voice Support Jon Smith : how are they going to know more than you. i have already wasted all this time and they aren't going to just start off from this point they are going to make me jump through all the hoops you just did. that's call the run around. you just don't want to deal with it. just admit it. Snyder : Jon, I hope you know it that I am doing my best. Snyder : I have also told you that what is the problem. Snyder : And I have given you the possible solution. Snyder : Now the choice is yours. Jon Smith : no. you said yourself your not sure. and your not willing to put your neck out and refund the cartridges if its not the problem. i don't think the head and cartridges are the problem. if it was i am sure a hard reset would have an effect however it did not respond at all. "possible solution" does not mean its the problem. i either need a call today 866-337-2381 from one of your supervisors that has looked up the error code or i am just going to write off purchasing any products from hp. not a big deal but that's where its at. so what's it going to be? Snyder : Yes, about refund the cartridges. Snyder : I told you to contact HP voice support and for a escalation to the CASE MANAGER. Snyder : he will definitely tell you about the refund of cartridges and printheads. Snyder : and the possible solution/ Jon Smith : call him for me, bring him up to speed. ask him. do you not has his phone number? Snyder : No, I do not. Snyder : You need to call him up at 1-800-474-6836. Snyder : Yes, this is the way to do it otherwise the choice is yours. Jon Smith : no, your not taking care of the issue. Snyder : I have done my best and given you all the possible solution. Snyder : I do not have any choice. Jon Smith : okay, i will call the case manager if the case manager knows what the error # means which means that he has more resources than you. so your telling me you have limited resources and have wasted both of our time and hp's money paying you to use limited resources to look up a problem that i gave you a direct error number for right off the bat. is that what your telling me? Snyder : Jon, if you have any suggestion than you can tell me. Snyder : Please suggest me what I can do for you now Jon Smith : no i'm asking you. Snyder : After providing you all the options available. Jon Smith : are you not going to answer if you have limited resources? Snyder : I am not saying that but we have the limited rights than a CASE MANAGER. Snyder : I can not take such decision. Jon Smith : so you have limited resources? Snyder : He/She will definitely give you the possible solution. Jon Smith : so you have limited resources? Snyder : Not resources but rights. Snyder : Not resources but rights. Jon Smith : if they have no more resources than you what use are they? Jon Smith : you have already given me a possible solution Jon Smith : i am pressing you because your not giving a straight answer Snyder : Yes, that is what I am telling you Snyder : Now it is your wish to follow that or not Snyder : Please go ahead and make a decision Jon Smith : so basically, you sell a product with error codes but have no way for the tech help or the case manager of the tech help to look up those codes in order to properly or at least kind of take care of a loyal customer who has a problem. that is the most disappointing thing you could of said to me. Snyder : Jon, I have done what I can do. Jon Smith : which is not much Jon Smith : how can you not have access? Jon Smith : you cannot call a 4 eyes that built the program who will know? Snyder : would you like to call HP Voice Support or not? Snyder : Do you have any other questions or concerns, which I can address? Snyder : Since there is no further query, hence I am disconnecting from my end. Snyder : Thank you for contacting HP Total Care Real-Time chat support. If you need further assistance, please contact us again at http://www.hp.com/support/chat Chat support is available 24 hrs a day, 7 days a week.