Hewlett-Packard (HP) Complaint

Hewlett-Packard (HP) Complaint

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Wrong information for replacement printer cartridge - did not match model number - Hewlett Packard HP Desk Jet Printer 2130


We recently moved to israel and purchased a new printer HP Desk Jet 2130. We bought it in a local shop and when the print cartridge ran our we ordered another one on line according to the manual 302XL However, when it arrived it did not fit so we ordered another one. This did not fit or work either. We took the whole printer back to the shop and explained the problem. she then explained that in Israel, they use another printer cartridge (123?) NOT the one stated in the manual that came with the printer. She informed us that this is not the one they use in Israel and that we needed to buy another one again. Also she insisted that H. Packard were responsible and she offered no help. We phoned H. Packard in Israel and spoke to nir, the service support manager. he then told us that we had bought the wrong cartridge for Israel and that we needed and the one for this particular printer was for Europe. We clearly had no idea. I explained that we now had a printer, two expensive cartridges that didn't fit, no customer service from the shop to help resolve the issue and also we were then met with no customer service from him. He was extremely rude and said that ' he did not sell us the printer' and 'you can do what you like' when I told him that I was unhappy as I had NO SERVICE from either the shop or the HP representative. I can not remember receiving such appalling customer service in my life. He was not helpful, did not offer to solve the problem in any way and refused to listen without attempting to interrupt. I was understandable very frustrated and angry and his attitude incited further dissatisfaction.
We did nothing wrong, we paid good money for a printer. We purchased the cartridge that was suitable for that printer, twice. it did not fit. we asked for help. none was received or offered.
We are very disappointed with this situation and extremely frustrated at not being able to print from home; legal documents that we need urgently. It is inconvenient and unsatisfactory. We wish for someone to take responsibility, replace the cartridge and at least offer to help. As an American company I am sure this is not the customer experience your company builds its name upon. I await your response asap as we have no printer and no recourse here in Israel.
Thank you
nb
This is a product for the European market and an adjustment should have been made on purchase with he correct details supplied to save us both this unnecessary inconvenience and frustration resulting in poor customer service and disappointment in brand.


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