Re: Printhead problem of HP Officejet L7680 All-One-Printer (5934 Views)
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Occasional Visitor
nstabl
Posts: 4
Registered: ‎10-11-2010
Message 1 of 9 (5,934 Views)

Re: Printhead problem of HP Officejet L7680 All-One-Printer

[ Edited ]

Not trying to complain because I got what I wanted and deserved for that matter, but this is not fair and the average consumer would be if they were in my position.

Anyhow, my name is Mat, and this is my encounter with HP's support (thanks for reading):

[Sunday, October 10, 2010 11:21 PM] -- Automatically generated message:
Your support request has been submitted and is in queue. Please wait momentarily while the system connects you with the next available support specialist.

[Sunday, October 10, 2010 11:33 PM] -- Mat M says:
hello?

[Sunday, October 10, 2010 11:35 PM] -- Automatically generated message:
You are now chatting with HP support specialist.

[Sunday, October 10, 2010 11:35 PM] -- HP support specialist says:
Welcome to HP Total Care Chat Support for All-In-One Printers.  Please give me a minute while I review your problem description details.

[Sunday, October 10, 2010 11:35 PM] -- HP support specialist says:
I apologise due to high volume you were waiting for such a long time in the queue to connect. i appreciate your patience.

[Sunday, October 10, 2010 11:36 PM] -- HP support specialist says:
Hello Mat, as per the information provided by you, I understand that you are using HP Officejet L7680 All-One-Printer.

[Sunday, October 10, 2010 11:38 PM] -- HP support specialist says:
Are we connected?

[Sunday, October 10, 2010 11:39 PM] -- Mat M says:
yes

[Sunday, October 10, 2010 11:39 PM] -- Mat M says:
hi

[Sunday, October 10, 2010 11:40 PM] -- Mat M says:
I just got new printheads for my printer as the printer recommended and they are both showing as 'BAD'.. They are brand new!

[Sunday, October 10, 2010 11:40 PM] -- HP support specialist says:
Okay.

[Sunday, October 10, 2010 11:40 PM] -- HP support specialist says:
Let me know if you are getting any error on printer display?

[Sunday, October 10, 2010 11:40 PM] -- Mat M says:
when I put the old ones in it works temporarily but then quits, but the printer isn't accepting the new ones AT ALL.

[Sunday, October 10, 2010 11:40 PM] -- Mat M says:
The following printhead(s) has a problem

[Sunday, October 10, 2010 11:41 PM] -- Mat M says:
black/yellow

[Sunday, October 10, 2010 11:41 PM] -- Mat M says:
magenta/cyan

[Sunday, October 10, 2010 11:41 PM] -- HP support specialist says:
Alright.

[Sunday, October 10, 2010 11:41 PM] -- HP support specialist says:
Mat, I understand the concern and I will definitely help you with your issue.

[Sunday, October 10, 2010 11:42 PM] -- Mat M says:
thanks!

[Sunday, October 10, 2010 11:42 PM] -- Mat M says:
I hope you make this easy for me, I am an IT tech, I know exactly what I am diong

[Sunday, October 10, 2010 11:43 PM] -- Mat M says:
the printheads are defective

[Sunday, October 10, 2010 11:44 PM] -- HP support specialist says:
Okay

[Sunday, October 10, 2010 11:44 PM] -- HP support specialist says:
Mat, I am providing you with a weblink to perform some steps

[Sunday, October 10, 2010 11:44 PM] -- HP support specialist says:
http://h10025.www1.hp.com/ewfrf/wc/document?docname=c01628836&cc=us&lc=en&dlc=en&product=2512009&tmp...

[Sunday, October 10, 2010 11:45 PM] -- HP support specialist says:
Open the above weblink and perform the steps provided in that

[Sunday, October 10, 2010 11:48 PM] -- HP support specialist says:
Mat, are you working on above steps?

[Sunday, October 10, 2010 11:50 PM] -- HP support specialist says:
Mat, are you there?

[Sunday, October 10, 2010 11:52 PM] -- HP support specialist says:
Please let me know, if you are receiving my messages?

[Sunday, October 10, 2010 11:54 PM] -- HP support specialist says:
Are you working on above steps?

[Sunday, October 10, 2010 11:54 PM] -- Mat M says:
I'm just waiting for the contacts to dry

[Sunday, October 10, 2010 11:54 PM] -- Mat M says:
in the printer

[Sunday, October 10, 2010 11:54 PM] -- HP support specialist says:
Okay

[Sunday, October 10, 2010 11:57 PM] -- Mat M says:
Same problems....

[Sunday, October 10, 2010 11:57 PM] -- Mat M says:
I did all these steps already

[Sunday, October 10, 2010 11:57 PM] -- Mat M says:
But I tried them again for you, still the same issue

[Sunday, October 10, 2010 11:58 PM] -- HP support specialist says:
Okay.

[Sunday, October 10, 2010 11:58 PM] -- HP support specialist says:
Let me know the date printed on both printheads.

[Monday, October 11, 2010 12:00 AM] -- Mat M says:
black/yellow is 4/20/12

[Monday, October 11, 2010 12:00 AM] -- Mat M says:
magenta cyan is 7/29/12

[Monday, October 11, 2010 12:00 AM] -- HP support specialist says:
Thank you

[Monday, October 11, 2010 12:01 AM] -- HP support specialist says:
Let me know from where did you purchased these printheads

[Monday, October 11, 2010 12:06 AM] -- Mat M says:
I got them at staples

[Monday, October 11, 2010 12:06 AM] -- HP support specialist says:
Okay

[Monday, October 11, 2010 12:06 AM] -- Mat M says:
online - they were only orderable online

[Monday, October 11, 2010 12:07 AM] -- HP support specialist says:
Lets reset the printer once

[Monday, October 11, 2010 12:07 AM] -- Mat M says:
sorry its taking me long to respond I just cleaned everything again

[Monday, October 11, 2010 12:07 AM] -- Mat M says:
ok how can I reset it

   
[Monday, October 11, 2010 12:07 AM] -- HP support specialist says:
Note:
A semi-full reset will do the following:
The user settings to the factory defaults, Language and country settings on some models, Fax logs, Fax headers, Fax speed dial information.

Reset the All-in-One to the factory default settings by using these instructions:

1. Unplug the power cable from printer when the printer is powered on and wait for 20 seconds.

2. Then, press and hold # and 6 while plugging in the power cord.

Continue holding until it displays Semi Full Reset message in the front panel of the All-in-One.

[Monday, October 11, 2010 12:11 AM] -- Mat M says:
Reset completed

[Monday, October 11, 2010 12:11 AM] -- HP support specialist says:
Okay, turn off the printer and turn it ON

[Monday, October 11, 2010 12:11 AM] -- HP support specialist says:
Then check the printer status and when in ready mode try to make a Photocopy from the printer front panel.

[Monday, October 11, 2010 12:13 AM] -- Mat M says:
I thought you fixed it! But the same error is back

Please use plain text.
Occasional Visitor
nstabl
Posts: 4
Registered: ‎10-11-2010
Message 2 of 9 (5,933 Views)

Re: Was it really necessary to go through this?????? Printhead problem

[ Edited ]


[Monday, October 11, 2010 12:13 AM] -- HP support specialist says:
Did it make the copy fine ?

[Monday, October 11, 2010 12:13 AM] -- Mat M says:
no

[Monday, October 11, 2010 12:13 AM] -- HP support specialist says:
Oh!

[Monday, October 11, 2010 12:13 AM] -- Mat M says:
same error

[Monday, October 11, 2010 12:14 AM] -- Mat M says:
:(

[Monday, October 11, 2010 12:14 AM] -- HP support specialist says:
Mat, as you have tried all possible steps and even tried with 2 printheads and same error or issue persists with printer so this shows printer is facing hardware issue.

[Monday, October 11, 2010 12:14 AM] -- HP support specialist says:
Let me know the serial number of the printer

[Monday, October 11, 2010 12:14 AM] -- Mat M says:
 I really need this printer to work in the AM tomorrow!

[Monday, October 11, 2010 12:15 AM] -- Mat M says:
Please help!

[Monday, October 11, 2010 12:15 AM] -- HP support specialist says:
I do understand however I apologize as printer is facing hardware issue so it may not work as you want , however try to insert the old printheads and then try to work now and check

[Monday, October 11, 2010 12:15 AM] -- HP support specialist says:
May be as we have reset the printer so the old one will work for a little time

[Monday, October 11, 2010 12:16 AM] -- Mat M says:
the old black one is leaking badly

[Monday, October 11, 2010 12:16 AM] -- Mat M says:
it is making a big mess

[Monday, October 11, 2010 12:17 AM] -- HP support specialist says:
Okay, then do not insert it.

[Monday, October 11, 2010 12:17 AM] -- HP support specialist says:
Mat, let me know the serial number of the printer

[Monday, October 11, 2010 12:17 AM] -- Mat M says:
that is why I spent $150 on this

[Monday, October 11, 2010 12:17 AM] -- Mat M says:
The same one I entered for this chat

[Monday, October 11, 2010 12:18 AM] -- HP support specialist says:
I do understand however you can see we together tried all possible steps on chat session and also we have reset the printer and checked.

[Monday, October 11, 2010 12:18 AM] -- Mat M says:
Ok

[Monday, October 11, 2010 12:18 AM] -- Mat M says:
What can we do to get my up and running ASAP please?

[Monday, October 11, 2010 12:18 AM] -- HP support specialist says:
let me know the serial number of the printer

[Monday, October 11, 2010 12:19 AM] -- HP support specialist says:
If you could provide me the serial number of printer I will check warranty status for you and will give you suggestion as per the need

[Monday, October 11, 2010 12:20 AM] -- Mat M says:
my **********

[Monday, October 11, 2010 12:20 AM] -- HP support specialist says:
The Serial Number is a 10 Digit Alpha-Numeric Number Starting with CN, MY or TH. The Product Number is 6 Digit Alpha-Numeric Number.Its printed on a white Bar coded Sticker .You will find the sticker on the back panel or at the bottom of the printer.


[Monday, October 11, 2010 12:20 AM] -- HP support specialist says:
Thank you

[Monday, October 11, 2010 12:20 AM] -- HP support specialist says:
Let me check the warranty

[Monday, October 11, 2010 12:20 AM] -- Mat M says:
its the printheads i'm worried about not the printer

[Monday, October 11, 2010 12:21 AM] -- HP support specialist says:
Mat, I regret to inform printer is showing out of warranty status however also would like to inform the printer is facing hardware issue thats the reason the printheads are not working and recognising.

[Monday, October 11, 2010 12:22 AM] -- HP support specialist says:
In this case what best I can suggest you is please upgrade your printer.

[Monday, October 11, 2010 12:22 AM] -- Mat M says:
The printheads are bad

[Monday, October 11, 2010 12:22 AM] -- Mat M says:
I am reading all over the internet that there is a possibility that the printheads are DOA, dead on arrival

[Monday, October 11, 2010 12:23 AM] -- HP support specialist says:
As you tried with 2 printhead old and the new one so the printheads is Ok and printer is facing hardware issue

[Monday, October 11, 2010 12:23 AM] -- Mat M says:
and this is the case here, I know that because the old printheads work without this issue

[Monday, October 11, 2010 12:23 AM] -- Asha R says:
Okay, Is the old printheads work now also without issues?

[Monday, October 11, 2010 12:23 AM] -- Mat M says:
If the old printheads work, but are just old, and the new printheads do not work AT ALL, the printer is not broken, the new printheads aren't functionting properly.

[Monday, October 11, 2010 12:24 AM] -- HP support specialist says:
Okay, Is the old printheads work now also without issues?

[Monday, October 11, 2010 12:24 AM] -- Mat M says:
Of course, I already confirmed that

[Monday, October 11, 2010 12:24 AM] -- Mat M says:
I told you, the old printheads work fine, but the black one was leaking badly

[Monday, October 11, 2010 12:24 AM] -- HP support specialist says:
In this case let me consult it with my supervisor for your help

[Monday, October 11, 2010 12:24 AM] -- Mat M says:
I only get this error message 'Prinhead(s) Problem' with the new printheads

[Monday, October 11, 2010 12:25 AM] -- Mat M says:
Thank you.

[Monday, October 11, 2010 12:29 AM] -- HP support specialist says:
Are you sure the printheads which you bought are new and were unopened.?

[Monday, October 11, 2010 12:29 AM] -- HP support specialist says:
Unopened before you buy them..?

[Monday, October 11, 2010 12:33 AM] -- Mat M says:
They were brand new

[Monday, October 11, 2010 12:33 AM] -- Mat M says:
From Staples. Staples has never sent me anything used before

[Monday, October 11, 2010 12:34 AM] -- HP support specialist says:
Exactly is what my supervisor said, that this printer previously faced this issue.

[Monday, October 11, 2010 12:34 AM] -- HP support specialist says:
I regret to inform you that the issue persists with this printer.

[Monday, October 11, 2010 12:35 AM] -- HP support specialist says:
And Mat, this is a very old printer. My suggestion is to upgrade your printer with a new and advanced technology model.

[Monday, October 11, 2010 12:36 AM] -- Mat M says:
This is not OK

[Monday, October 11, 2010 12:36 AM] -- Mat M says:
I am kindly asking for you to replace the printheads please

Please use plain text.
Occasional Visitor
nstabl
Posts: 4
Registered: ‎10-11-2010
Message 3 of 9 (5,932 Views)

Re: Printhead problem of HP Officejet L7680 All-One-Printer

[ Edited ]


[Monday, October 11, 2010 12:37 AM] -- Mat M says:
If I have working printheads, and the new ones are not working, I do not see how you conclude that the printer is the issue here.

[Monday, October 11, 2010 12:37 AM] -- HP support specialist says:
I can replace the printhead if it is a printhead issue.

[Monday, October 11, 2010 12:38 AM] -- Mat M says:
Ok thank you, it is a printhead issue!

[Monday, October 11, 2010 12:38 AM] -- HP support specialist says:
Else, I can forward this case to the case manager.

[Monday, October 11, 2010 12:39 AM] -- HP support specialist says:
He do have the rights to ship with you the prinheads for customer satisfaction, if you can convince him.

[Monday, October 11, 2010 12:40 AM] -- HP support specialist says:
All can do is this. Hope you understood, you want me to do something which we are not authorised to do.

[Monday, October 11, 2010 12:40 AM] -- Mat M says:
Please give me your supervisor's information and any case id information related to this chat so I can direct my concern in the proper direction. I should not need to convince anyone, this is a joke.

[Monday, October 11, 2010 12:41 AM] -- HP support specialist says:
I do understand and apologize for all inconvenience caused to you due to this.

[Monday, October 11, 2010 12:43 AM] -- HP support specialist says:
Mat, please be online for 2 minutes while I transfer this chat to my supervisor for you.

[Monday, October 11, 2010 12:43 AM] -- Automatically generated message:
You are now chatting with support specialist. .

[Monday, October 11, 2010 12:43 AM] -- HP support specialist says:
Hello Mat.


[Monday, October 11, 2010 12:46 AM] -- Mat M says:
Did you read what has happened so far?

[Monday, October 11, 2010 12:46 AM] -- HP support specialist says:
Yes.

[Monday, October 11, 2010 12:47 AM] -- Mat M says:
Ok great. Let me assure you that HP is a very close client of ours at my company. This service is not acceptable

[Monday, October 11, 2010 12:47 AM] -- HP support specialist says:
I understand you concern of new printhead.

[Monday, October 11, 2010 12:47 AM] -- Mat M says:
I have 2 sets of printheads here. One set is old, but still work, I bought a new set, they do not work. It should be very simple and common sense.

[Monday, October 11, 2010 12:48 AM] -- Mat M says:
The warranty for the old printheads expired in April of this year.

[Monday, October 11, 2010 12:48 AM] -- Mat M says:
But the warranty for the new printheads expire in 2 years.

[Monday, October 11, 2010 12:51 AM] -- HP support specialist says:
I understood the situation. For customer satisfaction we will surely replace it.

[Monday, October 11, 2010 12:52 AM] -- HP support specialist says:
PLease do provide me with the below information.

[Monday, October 11, 2010 12:52 AM] -- Mat M says:
Thank you. You will be glad with this decision - this could have been very easily escalated considering the contacts I am in touch with at HP.

[Monday, October 11, 2010 12:52 AM] -- HP support specialist says:
Part number on the printhead and the Expiry dates.

[Monday, October 11, 2010 12:54 AM] -- HP support specialist says:
YOur shipping address and contact number.


[Monday, October 11, 2010 12:57 AM] -- HP support specialist says:
Thanks for the information.

[Monday, October 11, 2010 12:57 AM] -- Mat M says:
Thank you

[Monday, October 11, 2010 12:58 AM] -- HP support specialist says:
Is there anything more, I may assist you with..?

[Monday, October 11, 2010 12:58 AM] -- HP support specialist says:
You are welcome.

[Monday, October 11, 2010 12:59 AM] -- Mat M says:
That is all

[Monday, October 11, 2010 12:59 AM] -- Mat M says:
When can I expect these?

[Monday, October 11, 2010 12:59 AM] -- HP support specialist says:
YOu will receive the printhead in the next 5-7 business days.

[Monday, October 11, 2010 12:59 AM] -- Mat M says:
Also, do you agree with my diagnosis??

[Monday, October 11, 2010 1:00 AM] -- HP support specialist says:
Yes..

[Monday, October 11, 2010 1:01 AM] -- HP support specialist says:
Thank you for contacting HP Total care and giving us an opportunity to serve you. It’s been a pleasure assisting you today.

[Monday, October 11, 2010 1:02 AM] -- HP support specialist says:
If you need further assistance, please contact us again at:

http://www.hp.com/support/chat



For information on keeping your HP and Compaq products up and running, please visit our Web site at:

http://www.hp.com/go/totalcare

[Monday, October 11, 2010 1:02 AM] -- Automatically generated message:
The support specialist has closed your support request.

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Esteemed Contributor
Pier3v
Posts: 1,205
Registered: ‎07-28-2010
Message 4 of 9 (5,889 Views)

Re: Printhead problem of HP Officejet L7680 All-One-Printer

That is why people come to this forum first.

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Occasional Visitor
nstabl
Posts: 4
Registered: ‎10-11-2010
Message 5 of 9 (5,886 Views)

Re: Printhead problem of HP Officejet L7680 All-One-Printer

Who on here has the authority to send me out new warrantied printheads?

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Esteemed Contributor
Pier3v
Posts: 1,205
Registered: ‎07-28-2010
Message 6 of 9 (5,880 Views)

Re: Printhead problem of HP Officejet L7680 All-One-Printer

I don't think anybody in here can handle that but I don't work for HP directly so I'm not sure of it.

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Occasional Visitor
Tech_King
Posts: 2
Registered: ‎11-16-2010
Message 7 of 9 (5,662 Views)

Re: Printhead problem of HP Officejet L7680 All-One-Printer

This is very interesting because I just got the same run around with the chat support.  In short, a month ago my 7590 stopped printing black and because the Printhead was still under warranty they sent me a new one.  Now a month later it's reporting that the printhead has an issue, but they won't send me a replacement saying that they already did.  No matter how many times I told them that these were to seperate issues they say that they can't send me a replacement and that I need to take it to a service center.

 

Hey HP MORONS, the printhead is under warranty and your instructions for this repair say to replace the printhead.  Obviously, if the printhead is replaced and I still get the message then it's likely a hardware problem, but not before trying a new printhead first. 

 

I wonder why Staples customer give these printhead 3 out of 5 stars.  If they were perfect as they claim then wouldn't it be 5 out of 5?  Apparently HP is would rather have class action lawsuits instead of owning up to the fact that there is no such thing as 100% quality in manufacturing.  There is always a margin of error in mass production.

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Occasional Visitor
Tech_King
Posts: 2
Registered: ‎11-16-2010
Message 8 of 9 (5,645 Views)

Re: Printhead problem of HP Officejet L7680 All-One-Printer

Thank-you for the ammo.  I'm getting my printhead replaced after getting the same runaround you got last night.  Now to send the information to supervisors to get an explanation of the bs last night.

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Occasional Advisor
Japey
Posts: 5
Registered: ‎06-20-2011
Message 9 of 9 (4,588 Views)

Re: Printhead problem of HP Officejet L7680 All-One-Printer

It seems that printer is defective however reset the printer again.

NV RAM reset.

Take out all the cartridges and printhead out from the printer.

Unplug the power cable from printer when the printer is powered on and wait for 20 seconds.

2. Then, press and hold # and 9 while plugging in the power cord.

Continue holding until it displays NVM Reset message in the front panel of the All-in-One.


Once it completed then reinstall the printheads and cartridges.

If the error message still appears then repair the defective unit, you may try with the new printheads but I would suggest yout to purchase a new printer from HP.

Please check the ratings and complete information about the printer before you purchase.
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