So far I have spent about 5 hours on the phone with HP. The first two-three hours was after setting the printer up and getting printer failure messages. I expected to have to troubleshoot the problem before they would send me a replacement print head but after doing that I had to get transferred to a hardware specialist who had the power and authority to ship me a print head and at that point got disconnected. When I called back, it took another half hour to get back to the place where they could finished the order for a new print head. When the new print head arrived and failed to fix the problem, it was another hour of troubleshooting on the phone before HP agreed to send another printer.
This experience seems to mirror other customers who had similar outcomes with this printer. I work in IT as a systems administrator and deal with a lot of tech companies. HP is no better or worse than any of the others. It is just the nature of the beast. You have to expect a couple of hours of time to troubleshoot if you have a problem. That said, with this particular printer there seems to be a quality control issue because the "printer failure" issue occurs whether the printer is new or refurbished - at least that is what I have concluded after reading lots of reviews. The good news is that because of the problems, HP has given me two sets of printer cartridges in addition to those that came with the original purchase.
Update: The replacement printer HP sent worked out of the box. I appreciated the fact that they were willing to overnight the printer so it arrived quickly, which is not something they normally do. This printer would definitely have a 5 star rating if I didn’t have to go through all the trouble. It prints beautifully and is feature rich – wifi, icloud, photos, duplexing, etc.
On last point, the refurbished version comes with the same warranty from HP as a brand new printer. There really is no reason not to buy a refurbished. And, for added peace of mind, you can always buy a replacement warranty from Walmart for a couple of bucks more, which is what I did.
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