I'm ready to kill HP.

Long story short.

We have a 4300 that prints a solid line across the page, from edge to edge.

Has anyone ever seen this?

Yes, we've updated firmware, jetware, flyware, flipoffhpware, any kind of xxxware you can think of. We've done our share of diagnosis.

We've had HP tech guys come and say it needs to be replaced. But HQ won't do anything about it.

Although you may not need it, here is the log of this ticket (mind you this is #4 ticket, so it kind of jumps into the topic but you get the idea):

Date: 08-15-2006 - 04:28 pm
User: jeff

Got the printout.
Date: 08-16-2006 - 09:18 am
User: jeff

Case number 3215854601

Old case from 7/20 321554824

Talked with Lisa and she's going to pass my message along to Faith and have her give me a call when she gets in.
Date: 08-16-2006 - 11:57 am
User: jeff

Faith returned my call and left a message for me.

She gave me the supervisor message number: 604-703-7264
Date: 08-16-2006 - 12:01 pm
User: jeff

I called back and left a message confirming it was the same problem.
Date: 08-16-2006 - 01:05 pm
User: jeff

Faith called back and got the page count and page count since maintence kit was put in.

She needs to call the engineering department to see what they want to do.
Date: 08-16-2006 - 01:57 pm
User: jeff

Faith called back and said they are going to give us a new printer.

A 4350dtns will be here in 1-3 business days and it will take about 7-10 days to make the whole transaction complete.

They thought it had to do with us printing 10,000 pages in 2 days. But my argument was that it's rated for 100,000 a month.
Date: 08-16-2006 - 03:40 pm
User: jeff

I had to fax them an example of the line and an engine test.

Date: 08-16-2006 - 03:43 pm
User: jeff

Got a message from Faith.
They need me to send paper samples to

HP
Att: Clint Taylor
Mail Stop 738
11311 Chinden Blvd
Boise, ID 83714

Configuration Page
Supply Status Page
Event Log Page
10 copies of printed Bills - not sealed
10 copies of paper we use - sealed

Called and left a message for Faith.
Date: 08-17-2006 - 08:16 am
User: jeff

Faith called back at 6:00pm. She will be calling me today when she gets in at 8:30 pacific time.
Date: 08-17-2006 - 12:43 pm
User: jeff

Faith and I had a discussion about what we need to do to get this done. And I told her this was unresonable what they were asking.

Told her I want something in writing showing this is the last hoop that we have to jump through to get this printer taken care of.

She said she would call back.
Date: 08-21-2006 - 01:11 pm
User: jeff

Left a message for her.
Date: 08-22-2006 - 08:37 am
User: jeff

Faith called and said they don't send faxes saying this is the last hoop that we have to jump through.
Date: 08-22-2006 - 04:28 pm
User: jeff

Binging in a zip lock bag tomorrow.
Date: 08-23-2006 - 10:46 am
User: jeff

Brought in a bag.

Left a message for Faith. Just want to confirm what I need to bring.
Date: 08-23-2006 - 12:18 pm
User: jeff

Faith called at 11:58. She's going to call back around 1:00
Date: 08-25-2006 - 02:51 pm
User: jeff

Package has been mailed with a tracking number of:
01038555749834221432
Date: 08-29-2006 - 11:13 am
User: jeff

At this point we are waiting on HP.
Date: 09-11-2006 - 02:26 pm
User: jeff

Left a message for Faith.
Date: 09-13-2006 - 12:33 pm
User: jeff

Anna came in wondering what was going on.
Date: 09-18-2006 - 12:58 pm
User: jeff

Left another message.
Date: 09-18-2006 - 03:45 pm
User: jeff

Faith has called back.

Currently on the phone with Faith. She has threatened to 'end this call' if I don't act professional. Guess, I'm a little frustrated that they won't fix the printer.

Now they want an internal page that has the line on it. A config page, something like that.

They think it's an error on our side until we send them that paper.

Faith said she told me that and when I asked her to look it up in HER notes she didn't have it. She said 90% of the time the errors show in the pages they ask for. Told her that we fall in the 10% then. Even though she read word for word what she told me, she still won't admit she told me the wrong thing.

I am on hold while she talks to Clint.

Clint has confirmed that's what they want and they won't do anything for us until that point. They have now said it's not a paper problem. And want to eliminate the software side by having us do this printing.

When I asked for a service call set up, she said we can't do that anymore. That the serial number has been tagged and can't receive service until we send in the paper.

???? What did you need the ziplock for?? Never heard of that in any troubleshooting steps ever... Sorry taht you are getting the run around. I must be missing something though. If the tech said it needed to be replaced, then it needs to be replaced. cant they they send out another tech and tell you why it cant be replaced?

Let's see.....

Did the tech print a self test page directly from the printer? If he did, and the line was still appearing on the page, the problem is with the printer itself and not whoever is doing the printing.

Did you try a different toner cartridge? If not, borrow one for a couple of minutes from another printer that uses the same cartridge and run a test print. If line still appears, then the problem is inside the printer.

If the problem is inside the printer, chances are it doesn't have to be replaced. A competent hardware tech should be able to diagnose the problem and just replace parts.

Maybe the printer just needs a good cleaning on the inside.

If the steps above were taken, the next likely suspects would be the fuser assembly and possibly the transfer roller assembly. They are replaceable parts.

It sounds like you need a good hardware tech. Many companies only have software techs in house.

By the way....

Here is the manual for your printer if you don't have one and have to check the problems yourself if the help desk is abandoning you...


(Click for Windows Media Video)



Laserjet 4300 Manual...

There may be some toner density options you may have to check via the printers control panel menu if it wasn't done already.

Start on page 124 for printing problems.

They wanted us to mail 'sealed' paper to them in a ziplock bag. I couldn't believe it myself.

The problem of the line is so random. We've seen it on back to back sheets but we've also seen it disapear for 10,000 prints. Totally random. We've done toner, maint kit, fusers, transfer roller, you name it - it's been replaced. The HP techs are the ones that said they can't fix it and it needs to be replaced.

It's been serviced on mulitple occassions.

Thanks for the ideas guys!!

If your company won't replace it...sabotage it
Crack the case and start breaking stuff that cannot be fixed. That's my solution to get my boss to spend some coin every once in a while.

?? Our company? HP won't replace it even though it's under warranty.

Good thing your boss doesn't frequent XOC!!

Allow me to clarify: when something is broken beyond repair I tend to take it completely apart and dump the parts on my boss's desk and tell him I need a new one I do believe that qualifies as sabbotage

Ok, I get it now...you said HQ earlier, so I thought that meant your company's HQ, not HPs
Just keep escalating the call every time you talk to HP, my only advice.

Ah, gotcha.

Yea, I wish I could escalate the call, but I can't. They've got a block on the serial number of the printer so if I call about they tell me they can't help me unless I mail that one piece of paper in.

That one piece of paper being a page with the line through it? sealed in a ziplock bag? Fucking mental retards