Patience is not always a virtue, esp when calling tech support.

Wow....HP has some technical support issues. I mean, I do realize that they're trying, and I've gotten more effort out of them than I have out of anyone else, so maybe I really shouldn't complain. But the fact is still that the support lines were completely useless. I should have stopped wasting my time and hung up.

My own story #1. HP Mobile printing

I had just gotten my new HP iPaq, and I was experimenting with the mobile printing program HP has released. My printer (an HP PSC 1350) is not one of the listed models that it supports, and so I thought that, just to be sure it couldn't work, that I'd call them up and see if there was an alternate driver I could use, thinking that maybe one of the other drivers may be compatible.

(A little bit of background) What HP mobile printing is, is drivers for printing on your PDA. There are methods supported for printing, Bluetooth, Infrared and Network. Since my printer does not support either Bluetooth or Infrared, I chose network.

Setting up this network requires the use of Bluetooth to connect my pocket PC to my desktop. So I set up for Network access via bluetooth, and connect. When stepping through, it does ask me for a network path for my printer, and I type in \\Eskimo\hp1350, which is the windows share name, and I try to print a test page.

In the list of Print Jobs, the test page does appear, so I know it's getting sent to the right place, however nothing prints, and my printers status light starts flashing and won't stop until I turn it off and back on. (end background)

I phoned the suport line, and was asked what product I was calling about (I guess their voice automated system wasn't working that day), and I told the girl it's an iPaq 1940. She says she'll transfer me.

The next person that picks up the phone greets me, and then asks "What model of laptop are you using?". I tell him I'm not using a laptop, I'm using an iPaq. Now get this, a representitive from the manufacturer asks me "What's an iPaq?".

I explain that it's a pocket pc. He says that it's not his area of expertise, but he'll do his best to help me out.

So I explain my problem to him, and he tells me that he doesn't know but he'll put me on hold and then run to check with the people in the printer department, to see if they can answer my question.

So, he puts me on hold. After about 20 minutes of waiting, someone new picks up the line and says "Thank you for calling HP, can I have the model of your laptop?". I explain to this person that someone had put me on hold about 20 minutes ago to go and check with the printer department about something. She then apologizes and tells me that she's going to try and put me back on hold to wait for the person I was speaking to.

I wait about another 10 minutes on hold, and then the line starts to ring. An automated attendant picks up "Thank you for calling HP, for instructions in english say english....". So I go through the automated crap, and someone picks up and I explain what happened, and she tells me that I've somehow been transfered to a support line in Ottawa, and she tells me that she'll try to put me back to the American support centre (I do live in Canada as well, btw).

After ringing in my headset for a few minutes I get a busy signal. The call has been disconnected.

I called back again, and explained my problem to another representitive, who told me that I'd have to call a business support line, and he gave me their number and what buttons to push at the menus to get to the appropriate person, and so, then, I called there.

I speak to a gentleman and explain what my problem is. He tells me that he believes that I can't do this, and that it supports printing from a bluetooth to a bluetooth, but no other way.

So, in frustration and just wanting to get an answer (I no longer really care if the answer is right or not anymore), I say "So what you're telling me is that even though there's a network option here, I cannot print to a network printer, and there is no other driver for the 1350?"

He tells me he doesn't know and he is going to test. If he had said no, although I would have thought that he didn't really understand what was going on, I would have at least resigned myself and told myself that I had explored all options.

But, he's going to go test for me. This seems really odd to me, I've never heard of a tech support person going to go test a scenario with a customer on the phone. I'm not sure I beleive he really did do this, but that's what he said he was going to do.

So, anyways, he come back a few minutes later and tells me that no, he can only print from a bluetooth to a bluetooth. So I say, "Thank you, all I wanted was an answer".

I have now given up on mobile printing to this printer. Not quite sure if it really is possible, I have given up out of frustration.

My own story #2. Printing on Avery labels with my PSC 1350.

This time I tried the email support. Here are the messages:

I am having some trouble printing on some Avery
Labels, using an HP PSC 1350. The problem is that when I print on these
labels they're off by about half an inch, but not every time.

I follow the instructions exactly, and print on plain paper first, and
hold the page up to the label to make sure it is aligned, and it prints
perfectly on Plain Paper, but when I put the label in, it's about a half
an inch too close to the top of the page.

This doesn't happen every time I print though, but approximatly 1 out of
every 2 prints does this. This is starting to get very expensive, as I
have wasted at least 6 of these label sheets, and a fair bit of ink with
it printing improperly. Do you have any suggestions on what I can do to
solve this problem?

Thank you in advance for your help.

Click to expand...

Their reply:

Dear Michael,

Thank you for contacting HP Total Care.

I am sorry to know that you are experiencing problem in printing the
labels with the HP PSC 1350 all-in-one in windows XP. I sincerely
apologize for the inconvenience caused.

This might be due to the media you are using for label printing or
improper settings.

Always use letter-size or A4-size label sheets designed for use with HP
all-in-one products (such as Avery Inkjetlabels), and make sure that the
labels are not over two years old.

1. Fan the stack of labels to make sure that none of the pages stick
together.

2. Place a stack of label sheets on top of standard paper in the input
tray print-side down.

3. Verify that the correct label type is selected in the software
application and that the correct paper type is selected.

NOTE: Do not insert labels one sheet at a time without other paper in
the paper tray. This may cause the paper to feed incorrectly through the
paper feed assembly.

If you are changing the paper settings, you need to adjust the print
settings. To do so, perform these steps:

1. To change paper settings for all applications, do the following:
2. Open HP Director
3. Click Settings, Print Settings, then Printer Settings.
4. The printer Properties dialog box appears. Adjust paper type and
size.
5. To change paper settings for a single Windows application, do the
following:
6. Open the application
7. Click File, Print, then click the Properties button.
8. The printer Properties dialog box appears. Adjust paper type and
size.

Regarding labels, I recommend you always use letter-size or A4-size
label sheets designed for use with HP inkjet products (such as Avery
Inkjet Labels). Never use labels that are more than two years old.
Labels cannot be used for copy or fax output.

If the problem persists, I recommend you try printing the labels by
installing the HP Deskjet 550c drivers for the HP PSC 1350 all-in-one.

The information given below explains how to setup and configure your
system to use an alternate printer driver when
your printer is connected with a USB cable.

This option will use the HP Deskjet 550C universal printer driver
provided by Windows XP.

1. Click Start, then click Control Panel.
2. Click Printers and Other Hardware, then click Printers and Faxes.
3. From the 'Pick a task' options, click Add a printer.
4. In the 'Add Printer Wizard' window, click Next.
5. Select, Local printer attached to this computer. Remove the check
mark in the box next to 'Automatically detect and install my Plug
and Play printer'.
6. In the menu box next to 'Use the following port', select LPT1.
7. Click Next.
8. In the 'Manufacturer' list, select HP.
9. In the 'Printers' list, select HP Deskjet 550C.
10. Click Next.
11. Click Next. (It is recommended that you leave the default printer
name).
12. Select 'Yes' to set the printer driver as default.

CAUTION: If 'No' is selected you will have to ensure that the
HP Deskjet 550C printer driver is selected in the Print
window within the application, each time you print.

13. Click Next.
14. Select 'No' to skip the test page.
15. Click Next.
16. Click Finish to complete the installation.

NOTE: When the Printer Wizard is copying files, you may be
prompted to insert the Windows CD-ROM into the CD drive.
If Windows is unable to locate the files or you receive a
message about missing files, ensure that the Copy files
from box shows the correct CD-ROM drive letter. If you
are unable to install the driver from the Windows CD or the
disk provided by your computer manufacturer, contact the
computer manufacturer or Microsoft for assistance locating
these drivers.

Once the driver is installed, the HP Deskjet 550C printer icon will be
listed in the Printers and Faxes window.

=== Configuring the alternate printer driver for USB connection ===

1. In the Printers and Faxes Window, right-click the icon for the
HP Deskjet 550C printer.
2. Click Properties.
3. Click the Ports tab.
4. In the section 'Print to the following port(s)', click the check
box next to 'USB' port option. Your printer's model number
should be listed under the 'Printer' column.
5. Click the Advanced tab.
6. In the box next to driver verify that the HP Deskjet 550C printer
is listed.
7. Click Apply.
8. Close Printers and Faxes window.
9. Restart the computer.

Now, try printing labels.

Hope the information helps you. Please get back to me with observations
and results which helps me to assist you better.


Sincerely,

Victoria
HP Total Care


Our advice is strictly limited to the question(s) asked and is based on
the information provided to us. HP does not assume any responsibility
or liability for the advice given and shall not be liable for any
direct, indirect, special, incidental or consequential damages in
connection with the use of this information. Always back up your data.
For more information, including technical information updates, please
visit our Web site at http://www.hp.com/go/support.

Click to expand...

My reply:

Hello, I have tried fanning the paper, with no luck, and have tried with
some plain paper below the labels. Is half full enough (25-30 sheets),
or
should I fill the paper tray right to the top?

I also just tried to install the Deskjet 550c Driver as instructed, but
it
won't print using that driver. Going into the print properties to print
a
test page, I get an E in the copy count and all the lights start
flashing.

Thank you for your reply, I look forward to hearing from you again soon,

Michael White

Click to expand...

And their reply:

Michael,

Thank you for writing back.

I am sorry to know that the troubleshooting steps provided in our
previous response did not help to resolve the issue. I appreciate the
efforts done to resolve the issue.

I understand that when you try to print a test page, "E " is displayed
on the front panel
and all light flashes. This problem occurs for two reasons: the front
panel cover was not installed or the ink cartridge access door was not
closed before plugging in the all-in-one.

To resolve the all light flashing issue follow the steps mentioned in
the URL:

http://h10025.www1.hp.com/ewfrf/wc/genericDocument?lc=en&cc=us&docname=c0000
5109

After performing troubleshooting steps mentioned in the URL, try to
print a test page. If you able to print the test page, then once again
follow the steps mentioned in the earlier mail.

If you unable to print the test page, please do get back to me with
observations and results because it is important that I resolve your
issue in a timely manner.

Sincerely,

Sally
HP Total Care

Click to expand...

My reply:

I can avoid the E and the flashing lights, by using the print drivers for the 1350 instead of the 550c which I was instructed to try as an alternate.


My problem isn't that I can't print, but that my avery labels are sometimes printed about a half an inch from where they should be. It prints in the correct spot on plain paper, but not always on the avery labels.

The E on the front panel does not appear when I power on the printer, only when I try to print using the alternate driver recommended by the first representitive I received an email from (Victoria).

And I can assure you, the doors to the printer (aside from the one for the paper tray) are all closed.

One thing recommended to me originally was to "Place a stack of label sheets on top of standard paper in the input tray print-side down." I have done this, with approximately 25-30 sheets in the tray (which is about half full), and I was wondering if it is better to use it at about half full, or if I should fill it all the way up to the top?

Thank you,

Michael White

Click to expand...

Their reply:

Michael,

Thank you for writing back.

The printing does not depend on the drivers you use, they depend on the application from where you are printing. So, I recommend you to print from other applications. Try to use other labels and then try to print using HP PSc 1350 drivers and alternate drivers.

If you have further questions, please reply to this message and we will be happy to help you.

Sincerely,

Sally
HP Total Care

Click to expand...

My next reply (now I'm now extremely frustrated)

This is the third time I've asked this question now:

One thing recommended to me originally was to "Place a stack of label
Sheets on top of standard paper in the input tray print-side down." I have
Done this, with approximately 25-30 sheets in the tray (which is about half
full), and I was wondering if it is better to use it at about half full,
or if I should fill it all the way up to the top?

And not once has it been answered.

This last email (from Sally) seems particularly confusing. If I'm reading this right, what you're telling me is that it doesn’t matter what drivers I use, and that it's just the program that matters. So, if I set up a driver for a Samsung Laser Printer (just as an example) of some kind, that will still work with my HP PSC 1350 all-in-one inkjet based printer. Or am I misunderstanding what you're telling me?

And what alternate driver are you recommending I use? The ones for the 550C don't work, and cause me to get an error on my display panel.

Michael White

Click to expand...

I really like HP products, but their support is horrible. I'll post again if I get a reply from someone else.

You've got more patience than I do. I'm just glad my LaserJet 5m hasn't had any problems I wasn't able to solve or work around.

I think that's the longest post I have ever seen.

I hope your issue gets resolved.

It is just a fact of life. If you have any problems, you are screwed.