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HP Way?

Original post made by Frustrated, Gunn High School, on Apr 21, 2015

I have a new high-end HP Laser Color Printer. In less than two months, it suddenly died. No light or any display. My computers cannot see it even with USB cable. The vendor suggested me to get help from HP.

Since it is still under active warranty for another 10 months, I contacted HP with confidence. However, the two options offered to me are not very attractive:
1. Repair: I need to pack and ship the unit at my own expense to HP. The will ship it back to me free. The unit is over 6o lbs.
2. Exchange: I will get a refurbished printer in exchange of my failed one. I will need to give them my credit card to cover the shipping cost of the replace unit.

After talking to different HP support staff, these two options stand.

Are these common practices in terms of getting warranty honored? The HP Way doesn't seem very friendly to the customers. Do anyone know any better options? Thanks in advance.

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