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 user 2007-09-03 at 10:59:00 am Views: 46
  • #18688

    Hewlett-Packard Company Secrets From A Former Employee
    former Hewlett-Packard worker could barely wait for their
    non-disclosure-agreement to end so they could spill 13 company secrets
    to The Consumerist.

    1: Many HP Printers, like their laser
    printers, have a built-in page-count after which they won’t work. This
    resides in the a transpart sometimes called image or drum kit. Rather
    than get the printer fixed, it’s often cheaper to buy a new printer, OR
    you can do a NV ram reset. It resets everything in the printer,
    including all the page counts, but it’s not without risks.

    2: To
    get past the voice prompt system, repeatedly say “Agent.” It will take
    two or three repetitions, but it will get you to a human.

    3: If
    a set of cartridges cost more than the printer, don’t buy the printer.
    It’s considered a “throwaway” printer. HP service techs are told to
    spend no more than 30 minutes working on these because at that point,
    you are costing HP money.

    4: HP cartridges have a warranty
    separate from their printer. The printer might be out of warranty, but
    the cartridges might not be. Cartridge goes plooey, call in.

    Any HP printer that has been on the market for 6 months has its tech
    support outsourced. This means you might wind up talking to India,
    Canada or Costa Rica. Of the three, Canada at least speaks a variant of

    6: If you have been told that you will receive a part
    by a certain date, follow up immediately. HP Parts Store was recently
    moved to Central America. HP Parts Store isn’t talking to HP Tech
    Support because the Tech Support CSR can see what is in the HP PS
    inventory and knows when they’re bullsh*tting. Every other part of HP
    hates HP Parts Store because of lost inventory, improper procedures,
    missed shipments, etc.

    7: Using non-HP cartridges in your
    printer will void your warranty, and sometimes makes stuff blow up real
    good. The tech support will hang up on you if it is proven that the
    damage was caused by non-HP cartridges.

    8: Just because the
    sales people say that your HP printer can use 120lbs paper doesn’t mean
    it actually can. You want the straight dope on a printer? Call up HP
    tech support or check the website.

    9: If your printer is just
    out of warranty and you have a problem with it, call tech support
    anyway. You will first likely be directed to a “warranty agent.” Tell
    them firmly that you have an “extended warranty” and they will forward
    you on to tech support under “customer claims warranty.” The Tech Agent
    MUST give you support as per HP policy.

    10: Don’t yell at the
    Tech Support CSRs. Most of them make just over minimum wage and just
    want to get the call over. If you have a problem, firmly request a

    11: If you threaten a lawsuit, HP CSRs are told to stop the call immediately and hang up.

    Many HP CSRs are cross-trained into other departments. It doesn’t hurt
    to ask if they know about the product or problem if you get misrouted.

    HP’s Beta Software website is at: http://www.hp.com/pond/ljbeta/. Only
    beta because it hasn’t been put on the distribution cds yet. A lot of
    drivers here will do stuff that the installation cds won’t. Also has
    fixes. HP maintains similar unadvertised websites throughout their