David Cramer
02-03-20073rd February 2007, 02:09 PM
My special media tray stopped working on Wednesday. It is suppose to clamp down on the paper, then feed it into printing position. It would clamp down, then release the paper, and tell me to load again. I was definitely loading correctly as I've printed with the special media trail over a dozen times with no problems. Maybe it's a sign I should stick to color and glossy and satin papers! But I have already sunk $200 in fine art papers so I can become a fine art photographer and try out this black & white thing:brows: I called HP support, and after being transferred three times got a tech in India who guaranteed he'd have the tray up and working before the day was done. It was blantantly obvious he did not know this printer. I assured him I thought it was a hardware problem, not a software problem, but I understood we had to go by his instructions on his screen. He was very polite, and two hours later, after much reloading software and pushing various buttons, said he'd have a higher level tech call me within 24 hours. The higher level tech called the next day, and I explained the same thing to him. His "higher level" skills simply meant I could log into an hp support site that allowed him to navigate on my computer and show me how to print. I explained I had been printing on this printer for a month with no problems, but I understood we had to follow his directions on his screen. After an hour, I simply repeated that I thought it was a hardware problem and not a software issue. He sighed and said he would have a new one shipped. The new one was overnighted (I had purchased the $39 three year Care Pack) and it is up and running, with the old one already on its way back to HP. Overall, I'd say it was a predictable support experience, with a few lost hours of my life devoted to it, but the new printer came quickly and with a brand spanking new set of inks (value $270). So once again I'm happy, and have printed out my first 13X19 black and white on Hahnemuhle William Turner paper. The print looks great, so I'm a happy guy again.:biggrin: