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Office Equipment Repair reviews in Falling Waters

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  • I bought an HP 8550 printer/scanner/fax/copy unit in September, 2011.  It worked fine until early March, 2012.  The original purchase was from the local Staples and I bought an additional 2 year extended warranty through Staples at the time of the purchase, since I'm using this for my business.  The unit stopped printing and I spent approximately 1.5 hours 3 or 4 times with their tech support turning everything off, downloading and installing drivers and resetting the wireless network.  It would work well each time, but would not print when we arrived at work the next day.  Finally tech support decided that the network card in the printer was malfunctioning.  By this time, I've been without our office's sole printer and fax for several days.So they agreed to send a refurbished replacement via expedited shipping.  They admitted that the notes for the case show that it was supposed to be sent via expedited shipping, but it was shipped via standard 5-7 business day shipping.

    This refurbished unit finally arrived and I carefully followed the instructions only to get some error regarding the printer head.  I called tech support again and was told that the printer head was damaged now and they would send me another one, which they did.I installed that replacement printer head and still get the same error, so I'm on the phone with tech support again and am told that they need to send me another refurbished unit.  At this point, I'm really dissatisfied with HP not keeping their word.  I asked for everyone's boss up the chain of command and finally reached someone named Mike.  I told him that I'd like to simply go to Staples and swap this malfunctioning unit for a new one, so I can actually operate my business and get the issue resolved.  They can surely deal with Staples to settle this.  Even though Mike stated that his job was to "take ownership" of this issue and get it resolved, his response is that the terms of the warranty don't allow him to arrange that for me and he says that they'll ship another refurbished unit that is supposed to arrive on March 19, 2012.  I told him that I'd bet if President Obama called HP with these issues, then I'll be he wouldn't be getting jerked around like I am.  His response was that President Obama wouldn't personally call HP over such an issue. 

    I now have the strong opinion that HP's idea of resolving this issue doesn't include the little phrase "to the customer's satisfaction."  They just want to get it resolved and off of the to do list.  Today was March 19, 2012 and no replacement arrived.  I received a voice mail that the unit is back ordered and they don't estimate that it will arrive until April 2, 2012, so I'll have been without a printer for over 2 whole weeks by that time and it's still going to be a refurbished unit, so it may not even work any better than the first replacement. 

    I called and tried to speak to Mike and he had left for the day, so I mentioned that I wanted to speak to another person, since I've been dissatisfied with Mike's performance so far.  HP said that their policy does not allow for me to have anyone other than Mike to handle this until it is resolved.  I said that I would have expected Mike to be checking on the status of my issue and he should have realized by now that HP would not be sending me the replacement on the date that I was promised.  The woman who answered my call said she was the equivalent of Mike, but only dealt with laptops, so she couldn't do anything, but that she would have Mike contact me tomorrow.  Since I'm so extremely dissatisfied with their handling of this issue, I told her that I am considering filing a complaint with the WV state attorney general for breach of contract, thinking that this would actually get HP to do something other than pass the buck to another HP employee.  No such luck.
    - Rich R.
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